I am returning to the Reuters Pharma Barcelona conference to finish the ‘VoC triple’ and accordingly close the loop.
In 2023, I was sharing how I had designed & practically set-up the global Roche Pharma Voice-of-the-customer (VoC) program, which was about to be implemented and deployed across country affiliations at that time.
In 2024, I was speaking about I am demonstrating proof of value and commercial impact inside the company, of the VoC program if not CX in general.
This year, 2025, I am finishing the cycle by focusing on the taking-action-model of VoC, which is critical for success. In the afternoon of April 9th, I will be on the ‘Deliver Next-Generation Customer Experience’ stage with “Build the Customer Feedback Loop: Utilise the Voice of the Customer to Deploy an Impactful Patient and Customer Experience“.
I will speak on a structure supporting business with taking action on customer feedback in real life (something where I didn’t really have a fully mature and proven answer the year before 😉 ). I am going to particularly focus on …
- the Roche Pharma approach to taking-action-on-feedback
- combining data sources to build one succinct customer profile that provides a true understanding of customer behaviours, needs and feedback
- deploying the capabilities to collect, extract and analyse key data from customer feedback to decipher actionable insights and future tailored engagement plans
- understanding how AI and other digital tools have been used to improve efficiency and scale the Voice of Customer Program to over 60 affiliates
So, feel free to join me at the Reuters Events 2025 Pharma conference, April 9-11 in Barcelona, Spain. For more information, see the event website, please.
