This opinion piece from Customer Faithful founder Rick Harris explores the potential for AI in healthcare to include supporting healthcare professionals in improving their empathic skills to recognise patient feelings and emotions. Far from threatening the role of clinician, AI can help time-pressured HCPs to rediscover their ‘human touch’.
Read MoreHere is a brief 10-minute podcast, featuring Customer Faithful Founder Rick Harris and brand comms expert Carrie Bedingfield discussing their experiences of creating “engaging brands” and anchoring them in the real-life customer journey narratives of customers.
Read MoreFive agencies, powered by the Omnicom Group, today (28 Feb 2022) launch a new offer called n=1 to support clients and organisations working specifically in the rare disease community.
This unique agency collective is spearheaded by senior leads at agencies CDM, Portland Communications, Synergy, Customer Faithful and Lumen. Together, the agencies combine decades of experience working across the rare disease landscape.
Read MoreIn line with reduced Government Covid restrictions in England, Customer Faithful has reviewed its policy for conducting face-to-face research with all UK-based participants as part of commissioned studies from our clients.
Read MoreThe NICE Highly Specialized Technologies (HST) appraisal is the gatekeeper for whether innovative treatments for ultra-rare diseases are approved in England. But does this process support patient access to new drugs as effectively and fairly as it should? Is this article, we weigh the balance of how well the NICE submission process is working for payers, providers, patients and those that care for them.
Read MoreThese colour-coded tables are way more than just a comparison report - they're simple, actionable, shareable and even compelling! Here's our beginner's guide.
Read MoreBack in April 2020, in the early days of the pandemic, I got together with colleague Dr. Gill Stevens to discuss what we could do together to support small businesses facing dramatic Covid-19 restrictions to their usual business operation. What we eventually created was an offering to develop creative confidence in employees and business cultures.
Read MoreIt’s nearly two years since I wrote this blogpost, after attending a huge healthcare conference in Barcelona. (remember those, pre-Covid?) Now these events are all online of course, and yet my biggest takeout from that echo-ey conference venue is still what I experience at digital versions in 2020/21.
Why is what I described then - the (unintended) marginalisation of patient voices - still happening?
Read MoreAs part of Customer Faithful’s ongoing research work in oncology patient experience, we caught up with our former intern Georgina Powell - just graduated in biomedical science from Imperial College London. Having spent time working with the National Institute for Health Research’s oncology clinical trials team, we were keen to learn from her direct experience, and commissioned her to write a series of articles.
In this first blog, she explores how well clinical trials can claim to being truly patient centric.
Read MoreFew industries have suffered more from lockdown than the hospitality sector. The starting point for recovery is of course governments allowing hospitality venues to reopen. But the next key step is inspiring confidence and providing reassurance for guests to make bookings.
So - can design thinking help? This article explores how….
Read MoreIn this blog, employee and customer experience researcher Rick Harris explores some of the attractions and challenges of the digital workplace. In particular, he suggests solutions for how to embrace digital efficiency without losing the personal connection of trust across employees, customers and brand communication.
Read MoreNew research has shown that the return of bus conductors could herald an increase in night bus users.
The UK wide public opinion poll, conducted by research consultancy Customer Faithful, found that almost a third of respondents said the re-introduction of “clippies” would be the single biggest factor in making them feel safer using buses at night.
Read MoreOn 17 January 2019, Rick Harris presented this breakfast briefing to Cambridge Network members at the Hauser Forum. Slides from this event can be downloaded from this page.
Read MoreIn this 60-min webinar, recorded in October 2018, employee experience researcher Rick Harris and brand engagement specialist Carrie Bedingfield explore some of the tensions and possibilities of employees being true to themselves and to their company brand values.
This podcast is important listening for organisations involved in creating a strong, loyal culture without risking dogma or losing personal authenticity of their employees.
Read MoreIn this 30-min podcast, recorded in the summer of 2018, patient experience researcher Rick Harris and corporate anthropologist Andi Simon discuss the principles and practicalities of seeking out the wisdom of patients and caregivers in a truly person-centric way.
This podcast is important listening for organisations involved in either the design or delivery of healthcare. If you’re interested in what patient-centricity should really be about, as defined by patients, this podcast is for you!
Read MoreEmployee engagement surveys have come of age. They have huge potential for helping organisations to listen to their employees and become a better place to work. But not all the insight from surveys is easy to work with. This article provides practical guidance for analysing and acting on employee comments.
Read MoreEmployee surveys are more commonplace than ever. And with so much of this survey activity moving online, it's never been easier to run a survey, contribute your views, and analyse the findings. Yet despite this, a staggering 87% of employees worldwide are still not engaged at work. This blogpost provides some essential tips for making employee surveys a route to success, and not just part of the problem….
Read MoreGreat employee engagement is not just about enabling them to deliver consistent performance. It's also about empowering them to be their best self too.
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