GEN-MKT-18-7897-A
Oct 1, 2024 | Biopharma, Blogs, Clinical, Environmental / Industrial, Food / Beverage, Forensic, Life Science Research, Pharma, Technology | 0 comments
Introduction
Customer Experience Day (CX Day) is a special occasion for SCIEX, celebrated every first Tuesday in October. It’s a day dedicated to recognizing the incredible value of our customers and the relentless dedication of our associates who strive to make every interaction meaningful. At SCIEX, our commitment to customer experience is woven into the fabric of everything we do. From providing cutting-edge solutions to offering unwavering support, we aim to build lasting relationships and exceed expectations. Join us as we delve into the insights from our leaders on what customer experience means to SCIEX and how it shapes our journey.
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Susanna Baqué: Valuing customers and associates
Susanna Baqué, the customer experience leader at SCIEX, emphasizes the importance of putting customers at the heart of everything SCIEX does. In celebration of Customer Experience Day (CX Day), Susanna highlights how meaningful interactions and customer feedback drive continuous improvement. She expresses gratitude to both loyal customers and dedicated associates, encouraging everyone to keep making extraordinary things happen. By focusing on listening, understanding, and supporting customers, SCIEX aims to exceed expectations and build lasting relationships.
Christian Sauber: Defining customer experience
Christian Sauber, Senior Vice President Global Commercial Operations, breaks down the customer experience into three key components:
These elements enable scientists to concentrate on advancing their research rather than dealing with product issues.
Kevin Roberts: Comprehensive customer support
Kevin Roberts, Vice President Global Service, with 28 years at SCIEX, defines customer experience as encompassing every interaction from initial product awareness to post-purchase support. Meeting and exceeding customer expectations fosters loyalty and long-term relationships. Kevin takes pride in the professional, well-trained service teams at SCIEX and their proactive approach to understanding customer needs. SCIEX focuses on two main themes:
These efforts ensure smooth and predictable operations for customers.
Brenda Newton: Commitment to quality and relationships
Brenda Newton, Vice President Quality Assurance and Regulatory Affairs, highlights three key factors for exceptional customer service: quality and reliability, responsive solutions, and strong relationships. Monthly meetings at SCIEX address the most pressing customer issues, emphasizing robust product design, supplier quality improvements, and service goals. Continuous improvement is a priority, with design and manufacturing teams dedicated to delivering impactful solutions.
Building personal relationships with customers is also crucial. Brenda’s visits to customers over the past 18 months have underscored the importance of robust instrument design and the significant impact of the SCIEX field service team. A cross-functional team approach is essential for delivering high levels of customer service.
Conclusion
Together, these leaders illustrate SCIEX’s unwavering dedication to delivering exceptional customer experiences through quality products, reliable support, and meaningful relationships. As we celebrate CX Day, we are reminded of the vital role our customers and associates play in our journey. By continuously striving to understand and exceed customer expectations, SCIEX remains committed to making extraordinary things happen. Happy CX Day, everyone!
The Echo® MS+ system is a novel platform for Acoustic Ejection Mass Spectrometry (AEMS) and combines the speed of acoustic sampling with the selectivity of mass spectrometry. This platform has been designed for high throughput analysis of small and large molecules. The technology combines Acoustic Droplet Ejection (ADE), an Open Port Interface (OPI) and could be coupled with the SCIEX Triple Quad 6500+ system or the ZenoTOF 7600 system.
The Echo® MS+ system comprises of an open-port interface (OPI) and acoustic droplet ejection (ADE) module which could be coupled with a mass spectrometer. The mass spectrometer could either be a SCIEX Triple Quad 6500+ system or the ZenoTOF 7600 system. This non-liquid chromatography based; high-throughput screening platform enables rapid analysis of compounds at speeds of up to 1 sample/second.
The ability to consistently achieve reproducible results on many complex samples across multiple days is critical to a routine clinical laboratory. Laboratories relying on analytical instrumentation require stability and robustness to perform a variety of screening and confirmatory assays with confidence. Liquid chromatography-tandem mass spectrometry (LC-MS/MS) has become the preferred analytical method in the clinical laboratory to reliably perform clinical testing as it provides best-in-class performance and reliability for the most challenging assays. LC-MS/MS offers the required levels of sensitivity and specificity for the detection and quantitation of molecules from complex biological samples, helping laboratories deliver highly accurate data for a variety of clinically relevant analytes across a wide range of assays.
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