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Hafners CX podcast
Podcast episode on CX Management@Pharma

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about CX strategy
Chrisian Velten @Reuters Pharma 2023 in Barcelona
Speaking about VoC@Pharma @Reuters Pharma 2023

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about measuring CX success
Elevate Spotify podcast by MAPS
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)

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about understanding the customer
From old old to new way of working
From ‘old old’ to new

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

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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)

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about customer centric culture
Stop ...
Stop defining CX (just) as insights

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about customer centric culture
Medical Omnichannel Engagenment
Medical Omnichannel Engagement panel discussion

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by healthcare sector
Zappos True Customer Story
Zappos True Customer Story (video)

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about customer centric culture
enterprise ambition CX
Who in the company is in charge of CX?

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about CX strategy
CX 3.0 Conference 2022
“How to Build an Omnichannel Customer Experience”

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about CX strategy
patient co-deciding
6 reasons why the patient is the pharma customer

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about customer centric culture
How to make metrics guiding CX in pharma? – Meet me in Zurich

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about measuring CX success
Compliance
‘Compliance’ is part of the solution

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about organizational adoption
Hurdles
Internal hurdles with the patient being a customer

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about organizational adoption
complexity of CX transformation
Is Pharma simply swamped by CX transformation?

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about CX strategy
The Charles-Ozzy persona
Get beyond sociodemographic twins … to shared experiences of life

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about understanding the customer
Women’s Champions League Final 2017
Do you need a dedicated corporate CX strategy?

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about CX strategy
design funnel mapped to clinical development phases.
Sketch of a design funnel … for pharma people

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about CX design
Stop ...
Stop defining CX (just) as an outcome

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

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about customer centric culture
pharma physician discussion
Overcoming the schism in pharma customer engagement

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about organizational adoption
plane taking off
When everything seem to be going against you …

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being an inspirational quote
Can it help to think of patients as customers?"
Mark Doyle challenging me on “the patient = the customer”

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by healthcare sector
Nestle DAT
The Nestlé approach to digital acceleration

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

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about CX design
VoC at Toyota GB
How Toyota GB uses VoC to improve the customer experience (video)

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about organizational adoption
Next Pharma Summit 2022 panel discussion
Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022

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by healthcare sector
omnichannel vs multi-channel
What is the difference between multi-channel and omnichannel?

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

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about understanding the customer
CXN Live
Predictive CX 2022 – free online seminar by CX Network (Jan 25-26)

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about understanding the customer
KPN CX use case clip
Customer community for support and ideation

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

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about measuring CX success
Customer Bliss #142
5 key actions to help a CX leader stay ahead of market disruption

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about CX strategy
The CX Leader's Manual by Steven Van Belleghem
Free “CX Leader’s manual” eBook by Steven Van Belleghem

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about customer centric culture
Pharma Digital CX News RSS
Subscribe to Pharma Digital CX News

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by healthcare sector
T-Mobile NL CX use case clip
Online customer community boosting customer service

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about understanding the customer
Jeff Bezos
Taking anecdotal feedback serious

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about understanding the customer
MAPS event "The power of digital in medical affairs"
MAPS “The Power of Digital in Medical Affairs” on Dec 16th

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by healthcare sector
The dancing guy
Leadership by a dancing guy

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about organizational adoption
CX Management for Lifesciences 2021
Meet me @CX for Life Science virtual conference on Dec 9/10

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by healthcare sector
Medical Affairs digital capabilities
Capabilities required for Digital Medical Affairs

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about organizational adoption
CX trnasformation metrics webinar
“CX transformation: the metrics that matter” (webinar recording)

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about measuring CX success
amazing
Does your customer portal meet customer needs … or yours?

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

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about customer centric culture
Prof. Lieven Annemans
What clinicians want to know about the health economic profile of new drugs (free webinar)

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about understanding the customer
Panel on Modernise Medical Affairs
Panel on Modernizing Medical Affairs

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about organizational adoption
CX value chain
Mike Michael Hinshaw (Adobe) on the customer experience value chain

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about CX strategy
Little Disney lady
5 Things Healthcare Organizations Can Learn From Disney

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about customer centric culture
Think outside of the box
20 real life CX inspirations by Blake Morgan

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about CX strategy
Oliver Sacks - His Own Life
Watch this movie if you can

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about customer centric culture
20 Best CX Metrics for Your Business
Inspiring overview of CX metrics’ types

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about measuring CX success
Jane Chen TED talk
Reality inspiring innovation

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about understanding the customer
the patient human
The patient’s view

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being an inspirational quote
The Digital Health Coalition
Pharma: “The Customer Experience Landscape in 2021”

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about CX strategy
DBS Bank CX use case clip
Transforming CX by using journey maps

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about CX strategy
PillPack by Amazon
PillPack (by Amazon) is NPS-outperfoming pharmacy market

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about customer centric culture
Teamwork in office
Sketch of a high performing CX team

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about CX strategy
MailChimp CX use case clip
How MailChimp turned data into action

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about measuring CX success
SAGE Software CX use case clip
Turning B2B insights into actions

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about organizational adoption
pharma customer ecosystem
Who is the pharma customer?

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about customer centric culture
CX thought leadership series
What does Digital Adoption mean?

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about organizational adoption
Etsy CX use case clip
Cross-functional collaborative research

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about CX design
MAPS Global Townhall 2020
Digital innovation in Medical Affairs

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about CX strategy
Reuters Pharma Awards 2020
Roche internal patient community won Reuters Pharma Award Europe 2020

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about customer centric culture
Daniel Ord on CX Day 2020
CX Day Greeting 2020 by Daniel Ord

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about CX design
Stop ...
Let’s stop calling ourselves “customer”

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about customer centric culture
Burger Bullet mockup and testing
“Burger Bullet” prototyping and mock-testing

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about CX design
The rise of the digital HCP
The rise of the digital HCP

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about understanding the customer
American Cancer Society CX use case clip
Outcome-driven CX measurement by a medical association

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about measuring CX success
Aardman COPD Greater Manchester animation
Give patients a voice by telling their stories

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about CX design
caring for the patient
Why it is good being a customer

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about customer centric culture
patients' diversity
Getting more diversity in clinical trials

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about CX design
Buiness people talking
Joining a cross-industries CX council

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CX Community & Events
“User experience is everything.”

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about CX design
stay close to sunshine people
Blake Morgan’s 101 Of The Best Customer Experience Quotes

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being an inspirational quote
Anthony Pannozzo sharing his view on PX
What Is Patient Experience? – Anthony Pannozzo’s view

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about customer centric culture
steve jobs statement on CX
What Steve Jobs said about customer experience in 1997

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about customer centric culture
Daniel Ord about CX at his art gallery
Daniel Ord: What I learned about CX Strategy by owning an Art Gallery

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about CX strategy
Jeff Bezos
Jeff’s view

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about customer centric culture
Steve Jobs 2007 iPhone presentationn
Get inspired by Steve Jobs introducing the first iPhone

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about understanding the customer
Christian Velten
Who you are listening to

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CX Community & Events