Kimberly Simpson leads the North American Customer Experience Program for Philips Healthcare’s Software Customer Services (SCS) group, focusing on Healthcare IT solutions for Radiology, Cardiology, ICU and Perinatal. By regularly discussing results with different teams and SCS Leadership, she develops targets and initiatives to improve customer experience. SCS utilizes the Satmetrix platform to deploy surveys and share responses real time with managers in customized dashboards to respond to feedback and take action. She regularly shares feedback from external sources with SCS to provide a broader view of the customer experience.
Kimberly’s experience leading the NA Closed Loop Net Promoter program, conducting studies and estimating market size for 5 markets as a Philips Senior Marketing Intelligence Manager prepared her to manage the SCS NA Customer Experience program. Previously, she established the marketing research function for a small medical devices company. Prior to that, Kimberly performed category management, refined new products and developed persuasive messaging based on qualitative and quantitative customer insights for over a decade in publishing and consumer products. She has a degree in marketing from Northeastern University and an MBA from Bentley College, in addition to he NPS and ITIL Certifications.