Speak up, think differently

Healthcare innovations could boost the UK economy by £246bn each year , according to some reports. From wearable devices to digital platforms, there is a big opportunity for HealthTech brands who demonstrate value with their products but historically, the pace of adoption is slow and many implementations fail  because they’re not funded or supported.  For many healthcare organisations – GP surgeries, hospital trusts, dental practices and pharmacies – technology is a major

When renewals are uncertain or engagement drops, the first response is usually to deliver more training. While training helps to build...

The UK HealthTech sector is thriving, having seen dramatic growth in recent years including generating £34bn annually in 2022. But the market is changing – and so are customer journeys, creating new opportunities for HealthTech companies to target different groups.  Recently, Deborah Knight, director of Kaptive CX, was part of a roundtable of HealthTech experts who discussed the changes they’d seen and how companies can respond.  This was the subject of a recent roundtable,

When teams are moving fast, structure can feel like a luxury – something you’ll sort when there’s more time. But in reality? It’s the...

Most founders worry about the customers who complain. But some of the biggest churn risks are the ones who don’t say anything at all. They don’t log tickets. They don’t raise concerns. They don’t push back on pricing or service. They just drift. At first, they might’ve had a strong onboarding. But slowly, engagement faded. No one checked in. And by the time someone noticed, it was too late – they’d already made the decision to leave. The problem with assuming silence means sa

You don’t need perfection. You need control. And the moment structure lands — you feel it. Straight away. You stop guessing. The team stops spinning. Suddenly, there’s rhythm — not just noise. 1. The team knows what they’re doing — and why They’re not just reacting to what lands in the inbox. They know which accounts they’re reaching out to this week — and why. They know what’s coming — not just what’s burning. It’s not about doing more. It’s about doing the right things on p