strategy&, part of PwC, has published a white paper “Rise of the customer experience – Customer-led transformation in pharma”. In case you might be interested in different perspectives on how to make the pharma industry more customer experiences driven, it is worth a read.
In my industry (and I assume not only there), we speak a lot about ‘co-creation‘. A lot! Because we are deeply convinced that ideating and… Read more »From ‘old old’ to new
Free online event by CXN “All Access: Generative AI in CX 2023 – Transforming Customer Experience with Generative AI: A Path to Personalization, Efficiency, and Innovation” on Oct 10-11 2023
Claude Waddington has recently published an inspiring LinkedIn article on “Elevating Customer Service: The Synergy of Multichannel Support, Ethical Marketing, and CRM Integration” focusing on patients as “consumers”.
Free online event by CXN “All Access Voice of the Customer APAC” on Sep 19-20 2023
The 6 key differences between Voice-of-the-customer (VoC) and market research
Dr. Christian Velten presenting how Roche uses Voice-of-the-customer (VoC) to learn from HCPs’ & patients’ opinions.
OK, this is an ad. No doubt about that. But it is also quite inspirational and actually really fun to watch! And it is a… Read more »Porsche’s “You mean a 911? No, a 111!” (video)
There is a huge opportunity to not only learn from best practices … but also from real life failure that factually continues to happen day… Read more »My Vodafone Germany experience
For the German-speakers, I had the pleasure discussing advancements and challenges of CX Management in a pharma company with Prof. Dr. Nils Hafner (Hafners CX… Read more »Podcast episode on CX Management@Pharma