Customer Spotlight CUSTOMER SPOTLIGHT: HEALTHCARE Background GlaxoSmithKline (GSK) is one of the world’s largest pharmaceutical companies. The company has a contact center strategic priority to collect Voice of Customer testimonials for each product to share with GSK’s internal professionals to show how their work is transforming patients’ lives. T o protect patient privacy, and to ensure that the information is only used for the purposes that the patient intends, each customer signs a consent as part of this process. Challenge GSK’s contact center was looking for a solution to quickly and easily gather consents from patients. The initial process was unwieldy, with lots of back and forth with patients, inflating time and cost, and jeopardizing the use of these valuable Voice of Custome

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