How We Think - Customer Centric

These are the posts from the How we think section that have been tagged with Customer Centric.

To see all tags used in our posts, click here.

Healthcare’s hype cycle: which technologies will stay the course?

Dolan Desai | 4th September 2017

The market is noisy with technological advancements presenting opportunities of all shapes and sizes. But where should pharma invest to remain at the forefront of healthcare into the future? Account Director Dolan Desai investigates the prospects for new health technologies.

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The Executional Excellence issue of Perspective magazine is live

Blue Latitude Health | 23rd May 2017

What drives us at BLH is the opportunity to make a real difference – and for our clients, that difference is measured both in customer outcomes and commercial outcomes. In the Executional Excellence edition of Perspective magazine, we explore topics around the ‘executional excellence’ theme – creating work that works. 

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Using service design to improve patients’ quality of life

Eimear Power | 29th March 2017

Customer Experience Consultant Eimear Power talks through the process of developing Orello, a service for metastatic prostate cancer patients and their loved ones, in collaboration with Janssen.

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The changing role of the expert in healthcare: challenges in customer-centricity

Elisa del Galdo | 8th February 2017

When we talk about customers as experts in healthcare, what we’re really talking about are clinicians. Experts in diagnosis, treatment and clinical care (HCPs) and experts as those who experience the medical condition in their own personal context (patients). Head of Customer Experience Elisa del Galdo talks through how the evolution of the relationship between HCPs and patients is changing the role of the expert in healthcare.

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Smart Connections - Blue Latitude Health - Perspective Magazine

Smart connections with a human touch

Simon Young | 25th January 2017

Simon Young, Director at Blue Latitude Health, discusses how advances in technology are influencing the future of the expert-patient relationship and why healthcare businesses must evaluate how best to support the future role of the expert.

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The 2017 trends issue of Perspective magazine is live

Blue Latitude Health | 9th January 2017

In the 2017 trends edition of Perspective magazine, we explore how advances in technology are influencing the future of the expert-patient relationship and the role healthcare businesses can take in supporting and enhancing these interactions at the point of need.

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Why isn’t your segmentation working?

Frances Hendry | 8th June 2016

Senior Associate Consultant Frances Hendry and Senior Customer Experience Consultant Peter Timmer take a closer look at why audience segmentations usually fail, and how you can make your segmentation actionable so that it can deliver real commercial value.

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Understanding personas for healthcare

Martine Leroy | 29th April 2016

In this article, Head of Insight Martine Leroy tackles the persona. Here, she breaks down for us what a persona is in the context of customer-centric design, and addresses some frequently asked questions about these and other tools used for improving customer engagement.

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Insight for strategy that delivers

Martine Leroy, Matt Bolton | 5th April 2016

Healthcare is changing. Developments in treatments are taking place faster than ever, more stakeholders are involved in making decisions around treatments, and these stakeholders have different, sometimes conflicting needs. In this context, insight is key to effective marketing in meeting the challenge to deliver value to an ever-broadening range of stakeholders.

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The ROI of user experience in pharma and healthcare: How to engage your customers

Elisa del Galdo | 7th March 2016

Within the pharma and healthcare industry, the introduction of a user-centred approach that incorporates best practice user experience research and design is still rare. Often the world of user experience (UX), its activities, methods, and deliverables are not well understood within this industry. 

In this article, Head of Customer Experience Elisa del Galdo breaks down how to understand the return on investment of user experience methodology.

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