CX Inspiration Hub

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Latest inspirations

Innovations in Patient CX

Digital Health Coalition (DHC) industry report on "Innovations in Patient CX"

focus on digital experience

CX = a people business

Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. …

about customer centric culture

“I just need to know that our NPS score is higher than the one of …”

5 reasons why being satisfied with having a higher NPS than your competitor is a dangerous pitfall

about measuring CX success

2024 CX Management for Life Sciences conference

Providing proof of CX commercial value @2024 CXM for Life Science

Presentation about providing commercial value proof of customer experience approaches.

about measuring CX success

Inspirational videos

Jeff Bezos: “Be worried about customers not competitors” (video)

Developing a Voice of the Customer mindset (video)

Porsche’s “You mean a 911? No, a 111!” (video)

“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)

Zappos True Customer Story (video)

The Nestlé approach to digital acceleration

How Toyota GB uses VoC to improve the customer experience (video)

Leadership by a dancing guy

“CX transformation: the metrics that matter” (webinar recording)

Watch this movie if you can

Reality inspiring innovation

PillPack (by Amazon) is NPS-outperfoming pharmacy market

What does Digital Adoption mean?

CX Day Greeting 2020 by Daniel Ord

“Burger Bullet” prototyping and mock-testing

Give patients a voice by telling their stories

What Is Patient Experience? – Anthony Pannozzo’s view

What Steve Jobs said about customer experience in 1997

Daniel Ord: What I learned about CX Strategy by owning an Art Gallery

Get inspired by Steve Jobs introducing the first iPhone

Real-life Examples

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

PwC white paper on rise of CX in pharma

My Vodafone Germany experience

Podcast episode on CX Management@Pharma

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)

The Nestlé approach to digital acceleration

How Toyota GB uses VoC to improve the customer experience (video)

Customer community for support and ideation

Blake Morgan’s 10 stats that show the power of the CX industry

Online customer community boosting customer service

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)

5 Things Healthcare Organizations Can Learn From Disney

20 real life CX inspirations by Blake Morgan

Watch this movie if you can

Reality inspiring innovation

Transforming CX by using journey maps

PillPack (by Amazon) is NPS-outperfoming pharmacy market

Digital Experiences

Innovations in Patient CX

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)

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)

Medical Omnichannel Engagement panel discussion

“How to Build an Omnichannel Customer Experience”

‘Compliance’ is part of the solution

The Nestlé approach to digital acceleration

CXN Live: Customer self-service 2022 – free online event (Mar 29-30)

Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022

What is the difference between multi-channel and omnichannel?

MAPS “The Power of Digital in Medical Affairs” on Dec 16th

Capabilities required for Digital Medical Affairs

Does your customer portal meet customer needs … or yours?

Panel on Modernizing Medical Affairs

Pharma: “The Customer Experience Landscape in 2021”

What does Digital Adoption mean?

Digital innovation in Medical Affairs

The rise of the digital HCP

Healthcare Sector Focus

“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

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

Top 7 ‘AI for customer service’ discussion themes

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

“The state of pharma CX”

PwC white paper on rise of CX in pharma

From ‘old old’ to new

Elevating Customer Service in Pharma

6 differences between VoC and Market Research

Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science

Podcast episode on CX Management@Pharma

Speaking about VoC@Pharma @Reuters Pharma 2023

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)

Medical Omnichannel Engagement panel discussion

“How to Build an Omnichannel Customer Experience”

6 reasons why the patient is the pharma customer

Patient Experiences

Innovations in Patient CX

Elevating Customer Service in Pharma

“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)

6 reasons why the patient is the pharma customer

Internal hurdles with the patient being a customer

When everything seem to be going against you …

Mark Doyle challenging me on “the patient = the customer”

5 Things Healthcare Organizations Can Learn From Disney

Watch this movie if you can

Reality inspiring innovation

The patient’s view

PillPack (by Amazon) is NPS-outperfoming pharmacy market

Who is the pharma customer?

Roche internal patient community won Reuters Pharma Award Europe 2020

Give patients a voice by telling their stories

Why it is good being a customer

Getting more diversity in clinical trials

What Is Patient Experience? – Anthony Pannozzo’s view

CX Community

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

Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference

CXN free online event on the Future of CX (Dec 5-6)

The AI mantra for customer services @CX Network

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 Generative AI in CX (Oct 10-11)

CXN free online event on Voice of the customer (Sep 19-20)

Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science

Podcast episode on CX Management@Pharma

Speaking about VoC@Pharma @Reuters Pharma 2023

“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)

Medical Omnichannel Engagement panel discussion

“How to Build an Omnichannel Customer Experience”

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 self-service 2022 – free online event (Mar 29-30)

Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022

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.

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

Get in touch

CX Inspiration Hub

Get your dose of CX ideas

Latest inspirations

Innovations in Patient CX

CX = a people business

“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

Inspirational videos

Real-life Examples

Digital Experiences

Healthcare Sector Focus

Patient Experiences

CX Community

… or pick a guiding tag …

About the author

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