Medical TechnologyCustomer Engagement Optimization

Customer Engagement Optimization for Dentsply Sirona

Dentsply Sirona|Global Enterprise / B2B Healthcare
70%
Of customers impacted by top 5 initiatives
11%
Cumulative upside for consumables
32%
Would pay ≥10% more for better CX
50%+
Open to subscription training

The Challenge

Needed to optimize customer engagement across the dental professional journey, identify the highest-impact CX initiatives, quantify willingness to pay for improvements, and align investments to the strongest revenue and loyalty drivers.

dentsply sironadental professionalscustomer engagementCX driverswillingness to payjourneyeducation and trainingreorderloyaltybrand trustsubscription training

The Solution

Qualitative IDIs + Quant Survey + Driver Analysis + Willingness-to-Pay Modeling

  • 25 qualitative interviews (US/Canada)
  • 343 quantitative surveys
  • Journey mapping
  • Relative-importance analysis
  • Initiative impact sizing
  • Willingness-to-pay analysis
  • Segment-level insights

The Results

Identified the top CX drivers and highest-impact initiatives, estimated revenue upside, and showed customers would pay a premium for improved experience.

70%
Of customers impacted by top 5 initiatives
11%
Cumulative upside for consumables
32%
Would pay ≥10% more for better CX
50%+
Open to subscription training

Functional Areas

Customer ExperienceCustomer JourneyCommercial Strategy

Want the Full Implementation Playbook?

Get the complete case study with detailed methodology, implementation timeline, specific frameworks used, and lessons learned.

Sound Familiar?

This Case Study May Be Relevant If You're Saying...

1

"We need to prioritize CX improvements that will move revenue"

2

"We need clearer insight into what drives loyalty and reorder"

3

"We want to know if customers will pay more for better experience"

4

"We need journey-level evidence to guide CX investment"

Discuss Your Challenge
Ready to See Results Like These?

Let's Discuss Your Challenge

Every engagement starts with understanding your specific situation. Request a consultation to explore how we can help.

Request Consultation