CX inspirations with a special focus on patient experiences
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)
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 …
I once joined the medical leadership team meeting of a major TA (therapeutic area) in my company. Not going to further disclose which and where… Read more »Internal hurdles with the patient being a customer
A bit of inspiration for situations where the road to CX might be bumpy … 😉 “When everything seem to be going against you, remember… Read more »When everything seem to be going against you …
I am looking forward to being challenged by Mark Doyle on the “the patient = the customer” paradigm I am always advocating for. Listen to… Read more »Mark Doyle challenging me on “the patient = the customer”
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian service offering (i.e., patients need a problem to be… Read more »5 Things Healthcare Organizations Can Learn From Disney
I wholeheartedly invite you considering to watch the movie “Oliver Sacks: his own life” if you may have the opportunity to. London-born Oliver Sacks was… Read more »Watch this movie if you can
A really inspiring example about how watching and listening to reality needs can funnel into innovation … here a small piece of technology plus a… Read more »Reality inspiring innovation
“People are commonly viewed as patients in the context of their treatment. But people look at treatment in the context of their life.” Sue Smith… Read more »The patient’s view
Amazon’s online pharmacy PillPack is dramatically outperforming competition in NPS score. With PillPack reaching an NPS of 80 (where scores above 70 are considered “world… Read more »PillPack (by Amazon) is NPS-outperfoming pharmacy market