All CX inspiration
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 …
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…
“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…
CEX Trendradar
I feel free to quickly share an exciting (German language) resource which I recently stumbled upon a…
Innovations in Patient CX
Digital Health Coalition (DHC) industry report on "Innovations in Patient CX"
CX = a people business
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. …
“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
Providing proof of CX commercial value @2024 CXM for Life Science
Presentation about providing commercial value proof of customer experience approaches.
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and…
“How to find the right digital channels to deliver exceptional customer journeys?”
Today, I had the great pleasure to discuss with Olivier Mourrieras how customer journeys reveal no o…
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Presentation on Maximise Measurement Tools & Metrics To Communicate The Commercial Value Of CX & Pro…
Jeff Bezos: “Be worried about customers not competitors” (video)
Founder and C.E.O. of Amazon.com Jeff Bezos in an interview with Charlie Rose in 2010.
Top 7 ‘AI for customer service’ discussion themes
During Q4 this year, I have been – intentionally and accidentally – involved in a series…
CXN free online event on the Future of CX (Dec 5-6)
Free online event by CXN "All Access: Future of CX – Unlocking Best In Class CX Through Personalizat…
The AI mantra for customer services @CX Network
Fireside chat discussion about how AI can help shifting their view on customer service as more being…
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Presentation about mastering customer experience in the pharmaceutical industry by applying universa…
Developing a Voice of the Customer mindset (video)
Alex Genov, Head of Customer Research at Zappos, is speaking on Engati CX about “Developing a …
CXN free online event on Digital CX (Nov 14-15)
Free online event by CXN "All Access: Digital CX – Deliver seamless, integrated and personalized exp…
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
Just enjoyed a lively and rich discussion about “Are you paying for transformation to fail?…
“The state of pharma CX”
Dominic Tyer's article on "The state of pharma customer experience" in the online magazine PMLiVE.
PwC white paper on rise of CX in pharma
strategy&, part of PwC, has published a white paper "Rise of the customer experience – Customer-led …
From ‘old old’ to new
In my industry (and I assume not only there), we speak a lot about ‘co-creation‘. A lot!…
CXN free online event on Generative AI in CX (Oct 10-11)
Free online event by CXN "All Access: Generative AI in CX 2023 – Transforming Customer Experience wi…
Elevating Customer Service in Pharma
Claude Waddington has recently published an inspiring LinkedIn article on "Elevating Customer Servic…
CXN free online event on Voice of the customer (Sep 19-20)
Free online event by CXN "All Access Voice of the Customer APAC" on Sep 19-20 2023
6 differences between VoC and Market Research
The 6 key differences between Voice-of-the-customer (VoC) and market research
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
Dr. Christian Velten presenting how Roche uses Voice-of-the-customer (VoC) to learn from HCPs’ & pat…
Porsche’s “You mean a 911? No, a 111!” (video)
OK, this is an ad. No doubt about that. But it is also quite inspirational and actually really fun t…
My Vodafone Germany experience
There is a huge opportunity to not only learn from best practices … but also from real life fa…
Podcast episode on CX Management@Pharma
For the German-speakers, I had the pleasure discussing advancements and challenges of CX Management …
Speaking about VoC@Pharma @Reuters Pharma 2023
Dr. Christian Velten speaking at 2023 Reuters Pharma Barcelona conference about Roche using VoC to l…
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)
Inspiring episode of the 'Elevate Medical Affairs Podcast Channel' @Spotify. MAPS speaks with Mark M…
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
Watch this webinar on the role of Emotion AI in bridging the experiential void in a digital-first wo…
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
Short-term opportunity for watching a discussion between Urs Voegeli, Managing Director Janssen Swit…
Stop defining CX (just) as insights
I had mentioned this before. Sometimes I am really bothered by the capriciousness if not shallowness…
Panel discussion on Medical Omnichannel Engagement in the Pharma Industry
Panel on Medical Omnichannel Engagement at the Indegene Digital Summit 2022
Zappos True Customer Story (video)
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on cust…
Who in the company is in charge of CX?
Who is in charge of Customer Experience in a company?Everybody is in charge of Customers’ Expe…
“How to Build an Omnichannel Customer Experience”
Just a quick update, that I will be at the CX 3.0 Conference, held virtually next week Thursday, Sep…
6 reasons why the patient is the pharma customer
I really enjoyed the opportunity to be challenged on the "patient = customer" thinking at a discussi…
How to make metrics guiding CX in pharma? – Meet me in Zurich
UPDATE: Unfortunately, I had to decline joining this fabulous event due to personal reasons. So, in …
‘Compliance’ is part of the solution
In pharmaceutical industry, it predictably pops-up from time. Sometimes very open and accusingly. An…
Internal hurdles with the patient being a customer
I once joined the medical leadership team meeting of a major TA (therapeutic area) in my company. No…
Is Pharma simply swamped by CX transformation?
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we rea…
Get beyond sociodemographic twins … to shared experiences of life
I recently stumbled upon this meme about Prince Charles and Ozzy Osbourne … Prince Charles and…
Do you need a dedicated corporate CX strategy?
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX stra…
Sketch of a design funnel … for pharma people
The sequence of design thinking processes is not always as apparent and logic to people contributing…
Stop defining CX (just) as an outcome
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX&…
CXN Live: Customer journey management 2022 – free online event (Apr 13-15)
Free online event by CXN "Customer journey management 2022 – Enhancing Customer Experience through I…
Overcoming the schism in pharma customer engagement
In case you have no background in this industry, you might be surprised to hear that in pharma we ac…
When everything seem to be going against you …
A bit of inspiration for situations where the road to CX might be bumpy … 😉 “When everyt…
Mark Doyle challenging me on “the patient = the customer”
I am looking forward to being challenged by Mark Doyle on the “the patient = the customer̶…
The Nestlé approach to digital acceleration
Interested in a kind of “learning from the best” inspiration? Swiss-based Nestlé has cre…
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
Free online event by CXN "Customer self-service 2022 – Leveraging self-service to increase customer …
How Toyota GB uses VoC to improve the customer experience (video)
This real life example shows how augmenting traditional metrics and research with data from their in…
Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022
I am proudly looking forward to joining Yigal Aviv from Pfizer and Dirk Abeel from OMNI-X-ELLERATION…
What is the difference between multi-channel and omnichannel?
I am frequently asked about the difference between “multi-channel” and “omnichanne…
CXN Live: Voice of the customer 2022 – free online event (Feb 15-17)
Free online event by CXN "Voice of the customer 2022 – Utilizing customer feedback to enhance custom…
Predictive CX 2022 – free online seminar by CX Network (Jan 25-26)
Free online seminar by CXN "Predictive CX 2022 – Leveraging predictive CX to take targeted actions i…
Customer community for support and ideation
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline…
Blake Morgan’s 10 stats that show the power of the CX industry
Some inspiration for the new year, an eye-opening compilation of “10 Stats that show the power…
5 key actions to help a CX leader stay ahead of market disruption
So, you are in the middle of the Christmas break and start to get bored? Why not listening to an ins…
Free “CX Leader’s manual” eBook by Steven Van Belleghem
Looking for an inspiring CX read for the upcoming break? Steven Van Belleghem has recently published…
Online customer community boosting customer service
A nice study on T-Mobile NL – the Netherlands leading telco – has been shared by inSided…
Taking anecdotal feedback serious
Honestly spoken, I had been very much surprised by this statement by Amazon-founder Jeff Bezos‘…
MAPS “The Power of Digital in Medical Affairs” on Dec 16th
MAPS Switzerland/nordics Chapter launch event "The power of digital in medical affairs" on December …
Leadership by a dancing guy
Watch the power of the leader – and his first follower – with making a movement happen &…
Meet me @CX for Life Science virtual conference on Dec 9/10
I am looking forward to representing Roche and speaking at the “2nd Annual CX Management for L…
Capabilities required for Digital Medical Affairs
DT Consulting has recently published a new whitepaper on “Building Digital Capabilities In Med…
“CX transformation: the metrics that matter” (webinar recording)
Blackdot recently held a webinar on metrics around CX transformation, featuring Charles Waterfield, …
Does your customer portal meet customer needs … or yours?
OK, honestly spoken, I am afraid to say that when it comes to customer portals I might be biased. Ov…
Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire
Recently, CX seems to have a run. Another free webinar crossed the way, this time by Reuters. It has…
What clinicians want to know about the health economic profile of new drugs (free webinar)
Short-term opportunity spotted for a free webinar offered by CELforPharma. On Monday, 29 November 20…
Panel on Modernizing Medical Affairs
Panel on Modernizing Medical Affairs at the Reuters Pharma 2021 conference
Mike Michael Hinshaw (Adobe) on the customer experience value chain
Read this article by Michael Hinshaw in the Adobe Blog …
5 Things Healthcare Organizations Can Learn From Disney
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian se…
20 real life CX inspirations by Blake Morgan
Be inspired by “20 Amazing Examples Of Customer Experience Innovation” which Blake Morga…
Watch this movie if you can
I wholeheartedly invite you considering to watch the movie “Oliver Sacks: his own life” …
Inspiring overview of CX metrics’ types
Blake Morgan has posted an exciting article on “The 20 Best Customer Experience Metrics For Yo…
Reality inspiring innovation
A really inspiring example about how watching and listening to reality needs can funnel into innovat…
The patient’s view
“People are commonly viewed as patients in the context of their treatment. But people look at …
Pharma: “The Customer Experience Landscape in 2021”
Rich Schwartz of Medallia and Mark Bard of the DHC Group share research findings from both HCPs and …
Transforming CX by using journey maps
Forrester has published an inspiring case study about how DBS reinvented the Asian banking experienc…
PillPack (by Amazon) is NPS-outperfoming pharmacy market
Amazon’s online pharmacy PillPack is dramatically outperforming competition in NPS score. With…
Sketch of a high performing CX team
Many roads lead to Rome. But knowing which of those have worked for others before, doesn’t hur…
How MailChimp turned data into action
Evernote has published an case study on how MailChimp turned data into action with Evernote Business…
Turning B2B insights into actions
Forrester has published an exciting case study about how Sage Software North America built tools and…
Who is the pharma customer?
When discussing ‘customer centricity’ in the pharmaceutical industry, a key question is …
What does Digital Adoption mean?
As a part of their Customer Experience Thought Leadership series @Youtube, Jacada shares their appro…
Cross-functional collaborative research
Forrester has published a case study about how Etsy invests in customer understanding to steer growt…
Digital innovation in Medical Affairs
This special 75-minute Global Town Hall by MAPS (Medical Affairs Professional Society) focuses on di…
Roche internal patient community won Reuters Pharma Award Europe 2020
I am proudly sharing that “CareRing“, the Roche internal community for employees who are…
CX Day Greeting 2020 by Daniel Ord
Watch this video of Daniel Ord explaining the importance of customer perception, with a special emph…
Let’s stop calling ourselves “customer”
In the pharmaceutical industry we feel inspired by innovation business masters like Amazon, Apple, U…
“Burger Bullet” prototyping and mock-testing
What has an entertainment movie to do with serious CX design? Well, you might watch this clip from &…
The rise of the digital HCP
A physicians voice … (HCP = health care provider or health care professional in pharma languag…
Outcome-driven CX measurement by a medical association
Forrester has published an inspiring case study on how the American Cancer Society used measurement …
Give patients a voice by telling their stories
Storytelling can be a great way of landing a difficult message. Using authentic characters, talking …
Why it is good being a customer
In my ecosystem – the pharmaceutical industry – it seems to be difficult for some people…
Getting more diversity in clinical trials
In the pharma industry, we are obliged to run clinical trials with new kinds of treatments that migh…