Prioritizing the Customer Experience: Make These Changes Today for Immediate Improvements

Customer experience has not always been front and center in medical device field service, but that’s changing. Service organizations are moving away from product-centric thinking and putting the customer (and patient) first. But where do you begin the transformation process?

Watch the recording

Watch Juan Cruz from Fresenius Medical Care, and Sidney Laura from Aquant as they discuss how to prioritize customer experience in service. Understand what steps you can take today to demonstrate quick value, and how to enact longer-term changes as part of an organizational-wide transformation.

They discuss:

  • How to prioritize short and long-term strategies to improve customer experiences across all aspects of the service lifecycle
  • Data-driven methods you can enact today to capture customer sentiment and develop proactive service solutions. And strategic ways to get ahead of customer complaints.
  • Tips to upskill the workforce today that will lead to long-term improvements. Even in a tight hiring market, you can take steps to ensure every member of the team delivers top-notch service.

Speakers

Juan Cruz
Senior Manager, National Field Services
Fresenius Medical Care
Sidney Lara
Service Principal
Aquant