All CX Inspiration

CEX Trendradar

Posted on August 1, 2024

about CX strategy

Innovations in Patient CX

Posted on July 10, 2024

focus on digital experience

CX = a people business

Posted on July 1, 2024

about customer centric culture

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

Posted on June 27, 2024

about measuring CX success

2024 CX Management for Life Sciences conference

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

Posted on April 8, 2024

about measuring CX success

Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference

Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value

Posted on April 2, 2024

about measuring CX success

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

Posted on February 26, 2024

about measuring CX success

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

Posted on January 3, 2024

about customer centric culture

Top 7 ‘AI for customer service’ discussion themes

Posted on December 20, 2023

about CX design

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

Posted on November 26, 2023

about CX strategy

The AI mantra for customer services @CX Network

Posted on November 17, 2023

about CX design

7th World Class Digital Customer Experience Conference

Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference

Posted on November 13, 2023

about CX design

Developing a Voice of the Customer mindset | Alex Genov on Engati CX

Developing a Voice of the Customer mindset (video)

Posted on October 8, 2023

about understanding the customer

CXN free online event on Digital CX (Nov 14-15)

Posted on October 1, 2023

about CX design

Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit

Posted on September 22, 2023

about CX strategy

“The state of pharma CX”

Posted on September 17, 2023

about CX strategy

PwC white paper on rise of CX in pharma

Posted on September 6, 2023

about CX strategy

From ‘old old’ to new

Posted on September 3, 2023

about customer centric culture

CXN free online event on Generative AI in CX (Oct 10-11)

Posted on September 2, 2023

about CX design

Elevating Customer Service in Pharma

Posted on August 27, 2023 / 1 comment

about customer centric culture

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

Posted on August 25, 2023

about understanding the customer

6 differences between VoC and Market Research

Posted on August 21, 2023

about understanding the customer

Christian Velten @ 2023 CX for Life Sciences conference

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

Posted on August 15, 2023

about measuring CX success

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

Posted on August 10, 2023

about understanding the customer

My Vodafone Germany experience

Posted on August 7, 2023

being learning from failure

Podcast episode on CX Management@Pharma

Posted on February 27, 2023

about CX strategy

Chrisian Velten @Reuters Pharma 2023 in Barcelona

Speaking about VoC@Pharma @Reuters Pharma 2023

Posted on February 23, 2023

about measuring CX success

What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)

Posted on October 27, 2022

about understanding the customer

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

Posted on October 6, 2022

about CX design

Virtual interview of Urs Voegeli, Managing Director Janssen Switzerland

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

Posted on September 30, 2022

about customer centric culture

Stop defining CX (just) as insights

Posted on September 29, 2022

about customer centric culture

Medical Omnichannel Engagement panel discussion

Posted on September 22, 2022

by healthcare sector

Zappos True Customer Story (video)

Posted on September 15, 2022

about customer centric culture

Who in the company is in charge of CX?

Posted on August 30, 2022

about CX strategy

“How to Build an Omnichannel Customer Experience”

Posted on August 30, 2022

about CX strategy

6 reasons why the patient is the pharma customer

Posted on August 11, 2022

about customer centric culture

How to make metrics guiding CX in pharma? – Meet me in Zurich

Posted on July 22, 2022

about measuring CX success

‘Compliance’ is part of the solution

Posted on July 21, 2022

about organizational adoption

Internal hurdles with the patient being a customer

Posted on June 23, 2022

about organizational adoption

Is Pharma simply swamped by CX transformation?

Posted on June 6, 2022

about CX strategy

Get beyond sociodemographic twins … to shared experiences of life

Posted on May 24, 2022

about understanding the customer

Do you need a dedicated corporate CX strategy?

Posted on May 5, 2022

about CX strategy

design funnel mapped to clinical development phases.

Sketch of a design funnel … for pharma people

Posted on April 21, 2022

about CX design

Stop defining CX (just) as an outcome

Posted on April 7, 2022

about CX strategy

CXN Live: Customer journey management 2022 – free online event (Apr 13-15)

Posted on March 24, 2022

about customer centric culture

Overcoming the schism in pharma customer engagement

Posted on March 10, 2022 / 2 comments

about organizational adoption

When everything seem to be going against you …

Posted on March 7, 2022

being an inspirational quote

Can it help to think of patients as customers?"

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

Posted on March 4, 2022

by healthcare sector

The Nestlé approach to digital acceleration

Posted on February 27, 2022

about organizational adoption

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

Posted on February 24, 2022

about CX design

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

Posted on February 11, 2022

about organizational adoption

Next Pharma Summit 2022 panel discussion

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

Posted on February 7, 2022

by healthcare sector

What is the difference between multi-channel and omnichannel?

Posted on February 2, 2022

about customer centric culture

CXN Live: Voice of the customer 2022 – free online event (Feb 15-17)

Posted on January 27, 2022

about understanding the customer

Predictive CX 2022 – free online seminar by CX Network (Jan 25-26)

Posted on January 14, 2022

about understanding the customer

Customer community for support and ideation

Posted on January 10, 2022

about CX design

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

Posted on January 2, 2022

about measuring CX success

5 key actions to help a CX leader stay ahead of market disruption

Posted on December 27, 2021

about CX strategy

The CX Leader's Manual by Steven Van Belleghem

Free “CX Leader’s manual” eBook by Steven Van Belleghem

Posted on December 21, 2021

about customer centric culture

Online customer community boosting customer service

Posted on December 16, 2021

about understanding the customer

Taking anecdotal feedback serious

Posted on December 7, 2021

about understanding the customer

MAPS event "The power of digital in medical affairs"

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

Posted on December 1, 2021

by healthcare sector

Leadership by a dancing guy

Posted on November 24, 2021

about organizational adoption

Meet me @CX for Life Science virtual conference on Dec 9/10

Posted on November 12, 2021

by healthcare sector

Capabilities required for Digital Medical Affairs

Posted on November 10, 2021

about organizational adoption

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

Posted on November 8, 2021

about measuring CX success

Does your customer portal meet customer needs … or yours?

Posted on October 28, 2021

about CX design

Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire

Posted on October 26, 2021

about customer centric culture

What clinicians want to know about the health economic profile of new drugs (free webinar)

Posted on October 25, 2021

about understanding the customer

Panel on Modernizing Medical Affairs

Posted on October 17, 2021

about organizational adoption

Mike Michael Hinshaw (Adobe) on the customer experience value chain

Posted on October 12, 2021

about CX strategy

5 Things Healthcare Organizations Can Learn From Disney

Posted on October 3, 2021

about customer centric culture

20 real life CX inspirations by Blake Morgan

Posted on October 2, 2021

about CX strategy

Watch this movie if you can

Posted on October 2, 2021

about customer centric culture

Inspiring overview of CX metrics’ types

Posted on September 30, 2021

about measuring CX success

Reality inspiring innovation

Posted on September 24, 2021

about understanding the customer

The patient’s view

Posted on August 18, 2021

being an inspirational quote

Pharma: “The Customer Experience Landscape in 2021”

Posted on July 23, 2021

about CX strategy

Transforming CX by using journey maps

Posted on July 11, 2021

about CX strategy

PillPack (by Amazon) is NPS-outperfoming pharmacy market

Posted on July 3, 2021

about customer centric culture

Sketch of a high performing CX team

Posted on June 11, 2021

about CX strategy

How MailChimp turned data into action

Posted on May 9, 2021

about measuring CX success

Turning B2B insights into actions

Posted on March 28, 2021

about organizational adoption

Who is the pharma customer?

Posted on February 20, 2021

about customer centric culture

What does Digital Adoption mean?

Posted on January 20, 2021 / 2 comments

about organizational adoption

Cross-functional collaborative research

Posted on December 20, 2020

about CX design

Digital innovation in Medical Affairs

Posted on October 20, 2020

about CX strategy

Roche internal patient community won Reuters Pharma Award Europe 2020

Posted on October 10, 2020

about customer centric culture

CX Day Greeting 2020 by Daniel Ord

Posted on September 20, 2020

about CX design

Let’s stop calling ourselves “customer”

Posted on September 5, 2020

about customer centric culture

“Burger Bullet” prototyping and mock-testing

Posted on August 22, 2020

about CX design

The rise of the digital HCP

Posted on July 26, 2020

about understanding the customer

American Cancer Society CX use case clip

Outcome-driven CX measurement by a medical association

Posted on June 28, 2020

about measuring CX success

Aardman COPD Greater Manchester animation

Give patients a voice by telling their stories

Posted on May 29, 2020

about CX design

Why it is good being a customer

Posted on May 17, 2020

about customer centric culture

Getting more diversity in clinical trials

Posted on April 17, 2020

about CX design