Case Study: Cochlear achieves a connected global lifetime customer experience with Salesforce DMP

The need for a connected journey for those with hearing loss

Cochlear, the global leader in implantable hearing solutions used by more than 400,000 people, needed to deliver a consistent, compassionate lifetime-care experience that matched the realities of local healthcare systems while supporting people at every stage of their hearing-implant journey. The challenge was to build and maintain meaningful relationships with a global customer base and offer the right channels and support to people researching, deciding on, and adapting to implants.

Cochlear implemented Salesforce to create Cochlear One, centralizing data across Cochlear.com and iwanttohear.com, enabling targeted advice and support, and connecting a volunteer community of about 3,000 implant users, clinicians, and sales reps. With concierge services staffed by implant recipients with audiology backgrounds and multi-channel options like Live Chat, Cochlear shifted interactions from transactional to strategic—empowering reps, improving personalization, and delivering a more connected customer experience worldwide.

Cochlear

Chris Smith

Cheif Executive Officer