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. 

In an exclusive interview with Lab Manager Susanna talks about the “Growing role of customer experience” and why it´s important for laboratories in today’s lab environment.

Christian Sauber: Defining customer experience 

Christian Sauber, Senior Vice President Global Commercial Operations, breaks down the customer experience into three key components: 

1. Recommending the right solution: Ensuring the right tools are provided to address scientific questions, whether through sales, marketing, or support conversations.
2. Post-sales support: Leveraging SCIEX resources and knowledge to help customers achieve faster, more credible results.
3. Service and uptime: Ensuring the product works effectively with minimal interruptions to allow scientists to focus on their research.

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: 

1. Maximizing instrument uptime: Offering flexible, customizable solutions, advanced remote support, and customer self-help enablement.
2. Building trusted partner relationships: Delivering expert field service, expanded consulting, and professional services, especially crucial in pharma.

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. 

Myles Wynn: DBS helps SCIEX continuously improve customer experiences

Myles Wynn, Vice President DBS (Danaher Business System), emphasizes the importance of a culture that keeps our customers at the heart of everything we do. One of Danaher’s core values, “Customers talk, we listen”, reflects our commitment to being at Gemba— where real customer insights drive real impact. By truly understanding our customers’ needs, we can deliver groundbreaking innovations that advance our vision: advancing human wellness through the power of precise science.

Kerry Larkin: Getting the most out of your customer experience

Kerry Larkin, Vice President Strategic Marketing, recommends that our customers, new and experienced LC-MS users, explore and make use of SCIEX Now. It allows customers to access a personalized digital ecosystem that includes management tools, application support, knowledge and training, extensive resources tailored to the user’s needs, and the ability to connect with SCIEX experts. By continually updating and expanding this platform, we aim to give our customers the tools and knowledge to get the most out of our products – and your partnership with us.

Kerry highlights the impact that our customers have through their ongoing feedback via surveys after interacting with our team, products, processes, or using our resources. Those insights allow us to help improve each touchpoint- whether that’s making your experience faster and easier today or uncovering long-term opportunities to support you and the entire analytical science community better tomorrow.

Jose Castro-Perez: Customer feedback shaping the SCIEX product roadmap

Jose Castro-Perez, in this role as Vice President Product Management, points out that every aspect of product development at SCIEX is designed to prioritize the needs and preferences of our customers, ensuring that the interactions with us are seamless, enjoyable, and valuable. By listening, learning and working closely with our customers, we can focus on what truly matters: driving the creation of the next generations of products and innovations that will push science forward in ways we´ve never seen before while shaping better experiences for our customers.

Conclusion 

Together, these leaders illustrate SCIEX 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!