Please login to the form below

RBS shares customer experience strategy

RBS's CX methodology and it's applications for pharma

Last week RBS announced it's new plan to build a bank that earns its customers' trust by serving them better than any other bank. Ross McEwan, CEO, RBS stated "our ambition is to be number one for customer service, trust and advocacy by 2020". 

At the core of this plan is a focus on Customer Experience (CX). Their CX Specialist, Caroline McKinley has exclusively shared RBS's CX methodology and it's applications for pharma.   

It includes:  

Proven, structured and clear steps to take when embarking on a CX program.
How to manage Voice of Employee, Voice of Customer & Moments of Truth in your CX planning and delivery.  
How to embed service based costing which allow you to align short-term revenue goals with a long term CX strategy for market uplift.

You can view the methodology here:

Have a good weekend, 


p.s  Caroline will be speaking on how this model could be a blue print for pharma at the CX in Health Summit, May 12. Full details can be seen here:  
Kate Eversole 
Director, Marketing  | +44 (0) 779 6844 655 | 

2nd April 2015


Company Details


Contact Website

The Mount
Barrow Hill
TN25 6JQ

Latest content on this profile

Physicians Interactive Becomes Aptus Health, Offering a Global Digital Health Engagement Solution
To better reflect its role as a partner for global digital health engagement, Physicians Interactive recently announced it is now Aptus Health. The change comes as the company extends into new geographic markets and expands its offerings to address a growing need for integrated digital health engagement strategies aimed at both healthcare professionals and consumers. The new brand builds on Physicians Interactive’s years of success helping life sciences engage targets in integrated campaigns that empower better decisions and drive business results.
Press Releases
RBS shares customer experience strategy
RBS's CX methodology and it's applications for pharma
Press Releases
European payers define healthcare's customer
"Pharma should define their customer as the PATIENT." Detlev Parow, Head of Department of Care Management Development, DAK.
Press Releases
Sanofi on lack of customer understanding
"Lack of customer understanding is a threat to our revenues and to our health. We need to understand customer value and do it better than our competition" - Corinne Le Goof, VP CNS Marketing, Sanofi Aventis. This thinking is essential for improving customer experience (CX) in health. The CX in Health Summit, May 12, London will take insight like this to define and kickstart your CX strategy. Outputs include: RBS, AXA & EDF will share their CX methodology so you leave with proven frameworks to replicate and build on. Use CX tactics to achieve quick wins. We will show you how within a week you can improve email open rates & increase banner clicks throughs. You'll hear how GSK, Pfizer and Merck are feeding Voice of Customer, Voice of Employee, Voice of Process and Point of Value in to their brand strategies for marketing uplift. You can see the full brochure which drills down in to each session here:
Press Releases
Novartis CEO on patient value

Press Releases
The discount is expiring this Friday for CreateHealth's Customer Experience (CX) in Health Summit, May 12 London
On May12th will define a clear methodology and share proven tactics used to develop customer centric services that improve patient outcomes.
Press Releases