Dexcom has released a report detailing a slew of updates and acknowledgments reflective of the user issues the community has been experiencing with Dexcom continuous glucose monitor (CGM) products for the past few years. The report is based on feedback from its newly-formed Customer Advisory Council. Our very own Justin Eastzer was nominated to be a council member and is part of a group of users, parents, registered dietitians, diabetes educators, endocrinologists, and community advocates making up this forum. The members have met twice this year, so far, to give candid feedback on Dexcom products, support, and plans for improvement.

In the report, Dexcom’s CEO, Jake Leach, says the company’s priority is to enhance the user experience and address issues felt throughout the Dexcom community. The immediate areas of focus are product performance, customer service, and clearer communication. Dexcom acknowledged its policies on replacing sensors have been unclear and confusing. They have pledged to honor sensor replacements and improve customer service systems to eliminate users being transferred between unknowing agents, restating their issues over and over again.

In terms of the G-series sensor products, the council identified four areas to be addressed: accuracy, connectivity, adhesive, and insertion. In regards to accuracy, Dexcom says it has updated the G7’s continuous algorithm to help filter outlier readings and will implement self-adapting technology in the Dexcom G8. As for connectivity, Dexcom is developing a new bluetooth antenna to increase connectivity with pumps, and decrease interference with other bluetooth devices. And the reoccurring “goose-necking” issue where sensor wires stick out of the hardware making them defective; Dexcom said it’s expanded and updated manufacturing processes to help prevent this from happening. The company is also working on an updated adhesive for the G7, while acknowledging everyone’s skin-types react differently to each adhesive innovation.

All of this news comes on the heels of the Dexcom Investor Day where the Dexcom G8 CGM was unveiled. We sat down with the CEO and CTO on the podcast to learn more about this new path forward and the developments coming with the G8. The interview comes out on the podcast on Monday June 8th, so stay tuned! All Access members will have access to it even earlier—this week—once we complete the edit.

Do you think these updates will make Dexcom sensors more reliable? Let us know in the comments!

Disclaimer: Diabetech content is not medical advice—it’s for educational purposes only. Always consult with a healthcare team before making changes to your treatment.