Jeff’s view

A worth-to-read find, “The Experience Mirage: An Executive Guide to Spotting Real Customer Experience vs. Department Theater” by Silvi Haldipur

A corporate-level CXO can turn “customer centricity” from a poster into a performance system, in all industries and especially in pharma, where trust, reputation and confidence are inseparable from growth. But the title only works if you give it teeth, tune the plumbing, and keep the whole C-suite accountable.

A truly outstanding article that I would like to share with, providing a brilliant overview of the topic, including a series of real-life cases, pratical recommendations to avoid failure, and a list of valuable references.