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
best practises
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 …
‘Compliance’ is part of the solution
In pharmaceutical industry, it predictably pops-up from time. Sometimes very open and accusingly. And sometimes more between the lines. Complaints about ‘compliance‘ being a road-blocker… Read more »‘Compliance’ is part of the solution
Internal hurdles with the patient being a 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
Get beyond sociodemographic twins … to shared experiences of life
I recently stumbled upon this meme about Prince Charles and Ozzy Osbourne … Prince Charles and Ozzy Osbourne are sociodemographic twins, and would – based… Read more »Get beyond sociodemographic twins … to shared experiences of life
Do you need a dedicated corporate CX strategy?
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I… Read more »Do you need a dedicated corporate CX strategy?
Sketch of a design funnel … for pharma people
The sequence of design thinking processes is not always as apparent and logic to people contributing than to the agencies facilitating (and who might be… Read more »Sketch of a design funnel … for pharma people
Stop defining CX (just) as an outcome
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX” label been used from time to time. I am… Read more »Stop defining CX (just) as an outcome
Overcoming the schism in pharma customer engagement
In case you have no background in this industry, you might be surprised to hear that in pharma we actually have two different customer engaging… Read more »Overcoming the schism in pharma customer engagement
When everything seem to be going against you …
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 …