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CX Inspiration Hub

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Latest inspirations

AI podcasting

Podcast episode on CX Council agenda … created by an AI

Google's NotebookNLM is able to create a podcast episode out of our CX Council meeting agenda. And …

about CX design
You Had Me At Data Podcast: Episode 4

How to move Pharma CX from good to gorgeous (podcast episode)

You Had Me At Data Podcast: Episode 4 with Dr. Christian Velten, discussing business opportunities a…

about customer centric culture
How customer feedback helps travel and tourism prepare for peak season at Mopinion blog

“How customer feedback helps travel and tourism prepare for peak season”

Erin Gilliam Haije has written a really nice and inspiring story in the Mopinion blog, "How customer…

about understanding the customer
CEX Trendradar

CEX Trendradar

I feel free to quickly share an exciting (German language) resource which I recently stumbled upon a…

about CX strategy

Inspirational videos

How to move Pharma CX from good to gorgeous (podcast episode)
How to move Pharma CX from good to gorgeous (podcast episode)
Jeff Bezos: “Be worried about customers not competitors” (video)
Jeff Bezos: “Be worried about customers not competitors” (video)
Developing a Voice of the Customer mindset (video)
Developing a Voice of the Customer mindset (video)
Porsche’s “You mean a 911? No, a 111!” (video)
Porsche’s “You mean a 911? No, a 111!” (video)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
Zappos True Customer Story (video)
Zappos True Customer Story (video)
The Nestlé approach to digital acceleration
The Nestlé approach to digital acceleration
How Toyota GB uses VoC to improve the customer experience (video)
How Toyota GB uses VoC to improve the customer experience (video)
Leadership by a dancing guy
Leadership by a dancing guy
“CX transformation: the metrics that matter” (webinar recording)
“CX transformation: the metrics that matter” (webinar recording)
Watch this movie if you can
Watch this movie if you can
Reality inspiring innovation
Reality inspiring innovation
PillPack (by Amazon) is NPS-outperfoming pharmacy market
PillPack (by Amazon) is NPS-outperfoming pharmacy market
What does Digital Adoption mean?
What does Digital Adoption mean?
CX Day Greeting 2020 by Daniel Ord
CX Day Greeting 2020 by Daniel Ord
“Burger Bullet” prototyping and mock-testing
“Burger Bullet” prototyping and mock-testing
Give patients a voice by telling their stories
Give patients a voice by telling their stories
What Is Patient Experience? – Anthony Pannozzo’s view
What Is Patient Experience? – Anthony Pannozzo’s view
What Steve Jobs said about customer experience in 1997
What Steve Jobs said about customer experience in 1997
Daniel Ord: What I learned about CX Strategy by owning an Art Gallery
Daniel Ord: What I learned about CX Strategy by owning an Art Gallery
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Real-life Examples

Podcast episode on CX Council agenda … created by an AI
Podcast episode on CX Council agenda … created by an AI
“How customer feedback helps travel and tourism prepare for peak season”
“How customer feedback helps travel and tourism prepare for peak season”
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
PwC white paper on rise of CX in pharma
PwC white paper on rise of CX in pharma
My Vodafone Germany experience
My Vodafone Germany experience
Podcast episode on CX Management@Pharma
Podcast episode on CX Management@Pharma
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
The Nestlé approach to digital acceleration
The Nestlé approach to digital acceleration
How Toyota GB uses VoC to improve the customer experience (video)
How Toyota GB uses VoC to improve the customer experience (video)
Customer community for support and ideation
Customer community for support and ideation
Blake Morgan’s 10 stats that show the power of the CX industry
Blake Morgan’s 10 stats that show the power of the CX industry
Online customer community boosting customer service
Online customer community boosting customer service
Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire
Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire
What clinicians want to know about the health economic profile of new drugs (free webinar)
What clinicians want to know about the health economic profile of new drugs (free webinar)
5 Things Healthcare Organizations Can Learn From Disney
5 Things Healthcare Organizations Can Learn From Disney
20 real life CX inspirations by Blake Morgan
20 real life CX inspirations by Blake Morgan
Watch this movie if you can
Watch this movie if you can
Reality inspiring innovation
Reality inspiring innovation
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Digital Experiences

Innovations in Patient CX
Innovations in Patient CX
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
CXN free online event on Digital CX (Nov 14-15)
CXN free online event on Digital CX (Nov 14-15)
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
Medical Omnichannel Engagement panel discussion
Medical Omnichannel Engagement panel discussion
“How to Build an Omnichannel Customer Experience”
“How to Build an Omnichannel Customer Experience”
‘Compliance’ is part of the solution
‘Compliance’ is part of the solution
The Nestlé approach to digital acceleration
The Nestlé approach to digital acceleration
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022
Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022
What is the difference between multi-channel and omnichannel?
What is the difference between multi-channel and omnichannel?
MAPS “The Power of Digital in Medical Affairs” on Dec 16th
MAPS “The Power of Digital in Medical Affairs” on Dec 16th
Capabilities required for Digital Medical Affairs
Capabilities required for Digital Medical Affairs
Does your customer portal meet customer needs … or yours?
Does your customer portal meet customer needs … or yours?
Panel on Modernizing Medical Affairs
Panel on Modernizing Medical Affairs
Pharma: “The Customer Experience Landscape in 2021”
Pharma: “The Customer Experience Landscape in 2021”
What does Digital Adoption mean?
What does Digital Adoption mean?
Digital innovation in Medical Affairs
Digital innovation in Medical Affairs
The rise of the digital HCP
The rise of the digital HCP
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Healthcare Sector Focus

Podcast episode on CX Council agenda … created by an AI
Podcast episode on CX Council agenda … created by an AI
How to move Pharma CX from good to gorgeous (podcast episode)
How to move Pharma CX from good to gorgeous (podcast episode)
“I just need to know that our NPS score is higher than the one of …”
“I just need to know that our NPS score is higher than the one of …”
Providing proof of CX commercial value @2024 CXM for Life Science
Providing proof of CX commercial value @2024 CXM for Life Science
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Top 7 ‘AI for customer service’ discussion themes
Top 7 ‘AI for customer service’ discussion themes
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
“The state of pharma CX”
“The state of pharma CX”
PwC white paper on rise of CX in pharma
PwC white paper on rise of CX in pharma
From ‘old old’ to new
From ‘old old’ to new
Elevating Customer Service in Pharma
Elevating Customer Service in Pharma
6 differences between VoC and Market Research
6 differences between VoC and Market Research
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
Podcast episode on CX Management@Pharma
Podcast episode on CX Management@Pharma
Speaking about VoC@Pharma @Reuters Pharma 2023
Speaking about VoC@Pharma @Reuters Pharma 2023
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
Medical Omnichannel Engagement panel discussion
Medical Omnichannel Engagement panel discussion
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Patient Experiences

Innovations in Patient CX
Innovations in Patient CX
Elevating Customer Service in Pharma
Elevating Customer Service in Pharma
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
6 reasons why the patient is the pharma customer
6 reasons why the patient is the pharma customer
Internal hurdles with the patient being a customer
Internal hurdles with the patient being a customer
When everything seem to be going against you …
When everything seem to be going against you …
Mark Doyle challenging me on “the patient = the customer”
Mark Doyle challenging me on “the patient = the customer”
5 Things Healthcare Organizations Can Learn From Disney
5 Things Healthcare Organizations Can Learn From Disney
Watch this movie if you can
Watch this movie if you can
Reality inspiring innovation
Reality inspiring innovation
The patient’s view
The patient’s view
PillPack (by Amazon) is NPS-outperfoming pharmacy market
PillPack (by Amazon) is NPS-outperfoming pharmacy market
Who is the pharma customer?
Who is the pharma customer?
Roche internal patient community won Reuters Pharma Award Europe 2020
Roche internal patient community won Reuters Pharma Award Europe 2020
Give patients a voice by telling their stories
Give patients a voice by telling their stories
Why it is good being a customer
Why it is good being a customer
Getting more diversity in clinical trials
Getting more diversity in clinical trials
What Is Patient Experience? – Anthony Pannozzo’s view
What Is Patient Experience? – Anthony Pannozzo’s view
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CX Community

CEX Trendradar
CEX Trendradar
Providing proof of CX commercial value @2024 CXM for Life Science
Providing proof of CX commercial value @2024 CXM for Life Science
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
CXN free online event on the Future of CX (Dec 5-6)
CXN free online event on the Future of CX (Dec 5-6)
The AI mantra for customer services @CX Network
The AI mantra for customer services @CX Network
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
CXN free online event on Digital CX (Nov 14-15)
CXN free online event on Digital CX (Nov 14-15)
CXN free online event on Generative AI in CX (Oct 10-11)
CXN free online event on Generative AI in CX (Oct 10-11)
CXN free online event on Voice of the customer (Sep 19-20)
CXN free online event on Voice of the customer (Sep 19-20)
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
Podcast episode on CX Management@Pharma
Podcast episode on CX Management@Pharma
Speaking about VoC@Pharma @Reuters Pharma 2023
Speaking about VoC@Pharma @Reuters Pharma 2023
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
Medical Omnichannel Engagement panel discussion
Medical Omnichannel Engagement panel discussion
“How to Build an Omnichannel Customer Experience”
“How to Build an Omnichannel Customer Experience”
How to make metrics guiding CX in pharma? – Meet me in Zurich
How to make metrics guiding CX in pharma? – Meet me in Zurich
CXN Live: Customer journey management 2022 – free online event (Apr 13-15)
CXN Live: Customer journey management 2022 – free online event (Apr 13-15)
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
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About the author

My name is Christian Velten, and I am a senior CX leader in the pharmaceutical industry.

On my personal CX journey, I frequently stumble upon inspirational real life examples, concepts and quotes, often shared by colleagues from other industries. With this blog, I would like to give at least some of the positive collegiality that I experience back to the CX community.

Due to my background, you might find some bias towards pharma CX implementation.

Last not least, you will always find me strongly advocating for seeing patients as a growing customer segment of pharma, if not being the real, key customer.

Disclaimer: Any opinions shared in this blog are my own (or of another author in case indicated)
and do not necessarily represent my employer’s opinion.

Dr. Christian Velten
Dr. Christian Velten

Interested to share your own best practice example with the community?

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