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”.
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
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 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
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”
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
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
Anthony Pannozzo, SVP Experience and Service Design at Continuum, outlines the challenge of balancing the emotions experienced by clinicians and patients in healthcare settings.