Business

How William Erbey’s ideas become reality

Published

6 years ago

September 22, 2020

How the entrepreneur, philanthropist and inventor Bill Erbey applies his philosophy to machines and medicine.

It’s rare to meet a serial entrepreneur who founded six multibillion-dollar publicly-listed companies, who applies mathematical and statistical concepts to his business projects. When questioned about their success, others choose happenstance over conspiracy; for William Erbey, it’s the application of math and statistics each time.

“For the last 50 years I have applied those concepts to my businesses wherever possible-my goal is to devise products that provide greater value to the customer, that can be produced at a lower cost, so I can compete on price if need be,” said Bill. In his case those projects almost always involved a technological solution grounded in math and statistics.

Bill has invented a patent-pending control system for generators and electric motors. In simple terms, it reduces the heat generated by half, and increases the engine’s efficiency by about 8%. The Kira motor technology will radically enhance the modern electric motor by increasing its driving range, which will significantly increase electric vehicles mass adoption.

A recent investment close to Bill’s heart is in the futuristic area of medical devices, and more specifically, in the medical technology associated with kidney failure.

“Of course, there’s obviously math and analytics involved here, but not the same type. What are the three biggest medical spends? – Kidney, cancer and cardiac. Do you realise that medical treatment involving kidneys in the United States will represent a $1.4 trillion spend by 2030, so it’s a massive issue”, he said in a recent RealVision interview.

What interested Bill specifically was John Erbey’s idea, changing the whole way of thinking about how one deals with kidney problems.

In essence most of today’s solutions are all about pushing fluid through the kidney, or “renal preload”. “Today, we try and put more fluid through the system, and we use drugs as well”.

For Bill it was the way the fledgling company is looking at the whole issue from outside the box. “The reason I invested in the company, besides him being my nephew” he smiled “was the fact that his solution was so elegant. “Why didn’t anybody think of looking at the problem in that way before? Why do you push fluid through the kidney-why wouldn’t you pull fluid through it instead? It is a very elegant and simple solution to a major problem”.

According to the Strataca Systems’ official website, the company believes ‘expensive medical problems require effective solutions’. Few problems are as large or as expensive as acute decompensated heart failure, which leads over 1 million hospital admissions in the USA each year. The primary reason for hospitalisation is congestion-fluid overload-which leads to shortness of breath’. Since the kidneys are responsible for fluid management, as renal function is compromised, the morbidity, mortality and costs for these patients rise. The company is developing patented technology to improve urine output and decrease congestion.

The problem that is being addressed is hugely significant in numbers alone; between eight and 10% of the world’s population suffers from cardiorenal syndrome-that is, kidney failure. In real terms that’s 12 Americans dying each day.

What separates Bill from many investors, is that he really is interested in the minute detail of how the product or service works. He’s a man who really cares about making people’s lives better – it’s his key to success. He wanted to know exactly how the medical device worked and what was the thought behind it. And he’s therefore able to explain the details.

“By pushing liquid through the kidney, you put more pressure on it-the kidney itself is in a semirigid sack, so it actually starts deteriorating the kidney function. So it was interesting when my nephew explained to me exactly how they deal with the problem today. It was like my understanding of the Internet”. Today, the cure for this ‘congestion’, rather like the cure for the increased Internet congestion, is again trying to push more stuff through the system. The kidney pushes back and basically nothing happens. John spent four months thinking about why nobody had ever thought about the problem in his way. So what he does is use negative pressure to pull the urine out of the kidney. It’s already through the animal testing stage and is now going through human testing”.

And like his other projects combining investment with innovation, machinery, conservation, Internet streaming, Bill believes that this will ultimately help people to not have to go on dialysis.

“It’s a horrible thing and certainly significantly truncates one’s life expectancy. As I said it’s a $1.4 trillion market which is amazing. And that figure represents the US alone. Globally it’s probably closer to $3 trillion. So it’s a massive market, and he has a very strong patented protection around the idea”.

It’s no wonder that they call Bill Erbey a Renaissance man; looking at his myriad of inventions and investments, he certainly seems to exemplify the expression “the man with the Midas touch”. Watch this space.

Business

Ipsos Helps Brands Understand How They Get Customer Experience Wrong & Why It’s Costing Them Millions

Published

4 weeks ago

June 26, 2026

Matthew Wiles

For brands looking to succeed in the modern business ecosystem, the customer experience (CX) is not something companies can afford to ignore. CX is a direct driver of revenue, loyalty, and growth for organizations.

Ipsos, one of the world’s leading market research firms, helps brands understand that failing to focus on the customer experience can lead to lost sales, which in turn can translate to not only millions in lost revenue but also lost trust and credibility in the market.

How brands still get CX wrong

“The customer decision and desire to do business with brands directly affect the bottom line,” says Brad Christian, Chief Commercial Officer at Ipsos – Experience Practice.

Customer experience may sound like a simple concept, but many brands still get it wrong. CX goes beyond surveys and feedback. Leaders who fail to connect feedback in a meaningful way to goals such as retention, repeat visits or purchases, advocacy, and operational performance fail to deliver on their service promises. The emotional and functional disconnect can spell trouble for brands. The most polished advertising campaigns cannot make up for a frustrating customer interaction or a promise that a business cannot fulfill.

According to Ipsos’s internal research, many customers today see service as too automated and impersonal. More than half report that their experience is worse than promised.

These findings don’t just result in disappointed buyers. They result in lost customers, negative feedback, and a long-term impact on the business as a whole.

“Brands have to manage the entire customer experience across each and every touchpoint,” explains Christian.

Poor CX can be expensive

Executives can often underestimate how expensive a history of poor CX can be. Global losses can reach into the billions while leaders wonder what went wrong. In an age of rapid social media communication, a single negative interaction can spell disaster for a company, leading to reduced customer spending or the entire loss of its most loyal customers.

Those losses are not just reflected in lost revenue, however. Customer acquisition and marketing dollars can also be lost as companies continue to spend money trying to retain their customer base, often skipping right over the experience part of retention.

Poor customer experience can be a deep operating problem that creates a domino effect, decimating businesses from the inside out. These poor experiences can impact not only present and future customer acquisition but also business leaders and employees.

CX matters more in today’s business landscape

The customer experience has always mattered, but it may matter more to brands trying to make it in a modern, ultra-competitive, digitally-driven business landscape. Good experiences encourage repeat purchases, boost loyalty, and increase the likelihood that customers will go online and recommend a brand to others.

“Customer experience isn’t an isolated function,” says Christian. “It’s ‌part of a larger system that ensures that brands measure and manage customer experience data and then act on that data to drive action where customer experience gaps exist.”

Brands also have to seek to understand today’s customers, who expect experiences that are seamless, authentic, and relevant. As more and more companies hop on the automation train, they will want to reassure their customers that the human element that many people consider important still exists.

At Ipsos, six drivers of strong customer relationships form the bedrock of the company’s CX platform, something that they refer to as the “Forces of CX”: certainty, fair treatment, control, status, belonging, and enjoyment.

Customers want to feel that if they have an issue with a brand, it will be handled and that their concerns will be understood. They don’t want the customer experience to feel like a battleground; they want it to feel fair and human.

“Customer experience isn’t just a nicer experience,” says Christian. “It ties directly to specific financial outcomes, whether that be increased sales, greater market share, or stronger brand loyalty.”

How Ipsos helps businesses deliver customer experiences that matter

Ipsos turns customer feedback into reliable, actionable, decision-ready information. The company goes beyond simple satisfaction metrics and implements voice-of-the-customer programs, journey analytics, relationship feedback, and quality research.

“Brands don’t just need data,” Christian says. “They need measurements as to how they are delivering on their brand promise and predictive modeling to tie financial performance measures to those measures to help them determine where to invest to maximize the customer experience and understand what financial impact those investments might deliver for the business.”

Ipsos measures the interactions that matter ‌most and shows brands how each interaction can affect retention, share of spend, and efficiency. For brands that are trying to reduce the guesswork behind CX, Ipsos helps them move beyond cosmetic fixes to achieve real, meaningful change.

Customer expectations can shift on a dime, influenced by society, social media, and even changing trends. Ipsos helps brands meet those rapidly changing customer expectations with hard evidence and comprehensive metrics.

Today’s brands need to understand how to get the customer experience right. Ipsos has the insights needed to drive home the deep importance of CX in today’s marketplace.