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Squeezing out Waste in the US Medical Devices Industry

February 26, 2015

Medical devices companies are in for a gut-wrenching transition over the next five years.  While many companies have enjoyed gross margins in excess of 70% and a relatively static and complacent competitive environment over the past two decades, it seems that the industry is in for a pronounced shift. Average selling prices (ASP) are being… read more →




Designing Sustainability

February 20, 2015

As an implementation based consultancy we ensure that the changes we advised are not only achieved during our engagement, but also sustainable after our departure. Therefore sustainability takes the front row seat throughout the engagement. Sustainability needs to be designed – what do we mean by that? It needs a clear understanding of the people… read more →




Customer Contact Centers in the Communication Age

February 13, 2015

We are currently in the communication age.  We want to do what we want, when we want it and generally expect to get instant feedback.  Customers expect a high level of service at a low cost. Contact centers are investing in IT integration platforms, avatars, self-service platforms, mobile websites, mobile apps, not to mention productivity… read more →




Should Your Customer Experience Feel Like The Dentist Chair?

February 5, 2015

If you work for an insurance company we will make the assumption that you do not own an insurance policy.  If not, we suggest you try buying one and then return to this article. If you are anything like us, dealing with an insurance company; whether it’s for your car, house or even your health,… read more →