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 and real-life hurdles of data-driven CX in the pharmaceutical industry.
about customer centric culture
Inspirations by CX competency “Customer-Centric Culture”
CX = a people business
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. With external customers as well as with internal CX adoption.
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.
From ‘old old’ to new
In my industry (and I assume not only there), we speak a lot about ‘co-creation‘. A lot! Because we are deeply convinced that ideating and… Read more »From ‘old old’ to new
Elevating Customer Service in Pharma
Claude Waddington has recently published an inspiring LinkedIn article on “Elevating Customer Service: The Synergy of Multichannel Support, Ethical Marketing, and CRM Integration” focusing on patients as “consumers”.
“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 Switzerland, and Mark Doyle, Founder of A-life-in-day, talking about breaking internal silos for… Read more »“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
Stop defining CX (just) as insights
I had mentioned this before. Sometimes I am really bothered by the capriciousness if not shallowness, I see the “CX” label been used from time… Read more »Stop defining CX (just) as insights
Zappos True Customer Story (video)
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on customer experience in a funny and inspirational way. You might say… Read more »Zappos True Customer Story (video)
6 reasons why the patient is the pharma customer
I really enjoyed the opportunity to be challenged on the “patient = customer” thinking at a discussion with Mark Doyle and a virtual audience earlier this year. Summarizing my rationale, those are my 6 reasons why the patient is the pharma customer …
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 Improved Journey Mapping, Design and Optimization” on Apr 13-15 2022.