pharmaceutical industry
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
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
Recently, I was thinking, that with all the recent advances, including CX but not limited to, we really expect a lot from our colleagues in… Read More »Is Pharma simply swamped by CX transformation?
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
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
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 looking forward to joining Margot O’Neil from GSK and Dirk Abeel from OMNI-X-ELLERATION for a panel discussion about the current maturity of… Read More »Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022
I am frequently asked about the difference between “multi-channel” and “omnichannel”. And typically my nutshell-answer is … ‘multi-channel’ provides you an increased toolbox of channels… Read More »What is the difference between multi-channel and omnichannel?
I am looking forward to representing Roche and speaking at the “2nd Annual CX Management for Life Science” conference, taking place 9th/10th of December 2021.… Read More »Meet me @CX for Life Science virtual conference on Dec 9/10
Blackdot recently held a webinar on metrics around CX transformation, featuring Charles Waterfield, Director of Commercial Excellence and Innovation at AstraZeneca, as a guest speaker.… Read More »“CX transformation: the metrics that matter” (webinar recording)