Who is the pharma customer?
When discussing ‘customer centricity’ in the pharmaceutical industry, a key question is who the pharma customer actually is. Honestly spoken, depending on who you ask,… Read More »Who is the pharma customer?
by healthcare sector
CX inspirations by healthcare industry
Digital innovation in Medical Affairs
This special 75-minute Global Town Hall by MAPS (Medical Affairs Professional Society) focuses on digital innovation in medical affairs and the evolution of the field… Read More »Digital innovation in Medical Affairs
Roche internal patient community won Reuters Pharma Award Europe 2020
I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe… Read More »Roche internal patient community won Reuters Pharma Award Europe 2020
Let’s stop calling ourselves “customer”
In the pharmaceutical industry we feel inspired by innovation business masters like Amazon, Apple, Uber, Google, Netflix, etc. We would desperately like to be like… Read More »Let’s stop calling ourselves “customer”
The rise of the digital HCP
A physicians voice … (HCP = health care provider or health care professional in pharma language, e.g. physicians, nurses, caregivers, pharmacists, etc.)
Outcome-driven CX measurement by a medical association
Forrester has published an inspiring case study on how the American Cancer Society used measurement to optimize CX. With the following outcomes: 10% increase in… Read More »Outcome-driven CX measurement by a medical association
Give patients a voice by telling their stories
Storytelling can be a great way of landing a difficult message. Using authentic characters, talking with the insight that can only come from people who… Read More »Give patients a voice by telling their stories
Why it is good being a customer
In my ecosystem – the pharmaceutical industry – it seems to be difficult for some people to call health care providers (HCPs) or patients our… Read More »Why it is good being a customer
What Is Patient Experience? – Anthony Pannozzo’s view
Anthony Pannozzo, SVP Experience and Service Design at Continuum, outlines the challenge of balancing the emotions experienced by clinicians and patients in healthcare settings.
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