BEST CUSTOMER EXPERIENCE

Philips won the Best Customer Experience Award for their outstanding efforts in creating a remarkable journey for visitors at the HIMSS 2023 event. The Philips team collaborated to deliver a strategic and innovative experience. They faced the challenge of showcasing software solutions in an informatics show, and they overcame it by creating care settings that replicated real-life scenarios.

A standout feature was the “Gift of Time” show, which combined live theatrical performances with digital content. This show became a catalyst for building excitement and drawing visitors to the stand. Despite a last-minute script change, the team worked tirelessly to adapt and ensure a seamless performance.

The customer experience journey began with the immersive theatre show, where audience members received tokens representing the gift of time. They were encouraged to place their tokens into a time bank, symbolizing Philips’ contributions to the Sudden Cardiac Arrest Foundation. Visitors then explored dedicated in-situ care areas, designed to simulate hospital settings and engage multiple senses.

The AI experience showcased Philips’ innovation in AI through interactive screens and personalized interactions with experts. Throughout the journey, engaging brand ambassadors and wayfinding iPads supported visitors, while the closure in the discovery zone allowed for reflection, discussion, and follow-up actions. Philips’ commitment to creating a captivating and personalized customer experience earned them the Best Customer Experience Award, demonstrating their ability to innovate, engage, and leave a lasting impression on event attendees.