The patient’s view
“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
pharma
pharmaceutical industry
Pharma: “The Customer Experience Landscape in 2021”
Rich Schwartz of Medallia and Mark Bard of the DHC Group share research findings from both HCPs and marketers taking a look at the current role of CX in life sciences. They were joined by Laurie Meyers, Sr. Director, Experience and Engagement Design at Genentech and Jessica Saperstein, Head of Customer Experience and Consumer Marketing at Novartis to further discuss and apply these insights to the future of CX in the pharmaceutical industry.
PillPack (by Amazon) is NPS-outperfoming pharmacy market
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
Who is the pharma customer?
When discussing ‘customer centricity’ in the pharmaceutical industry, a key question is who the pharma customer actually is. Honestly spoken, depending on who you ask,… Read more »Who is the pharma customer?
Digital innovation in Medical Affairs
This special 75-minute Global Town Hall by MAPS (Medical Affairs Professional Society) focuses on digital innovation in medical affairs and the evolution of the field… Read more »Digital innovation in Medical Affairs
Roche internal patient community won Reuters Pharma Award Europe 2020
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
Let’s stop calling ourselves “customer”
In the pharmaceutical industry we feel inspired by innovation business masters like Amazon, Apple, Uber, Google, Netflix, etc. We would desperately like to be like… Read more »Let’s stop calling ourselves “customer”
The rise of the digital HCP
A physicians voice … (HCP = health care provider or health care professional in pharma language, e.g. physicians, nurses, caregivers, pharmacists, etc.)
Why it is good being a customer
In my ecosystem – the pharmaceutical industry – it seems to be difficult for some people to call health care providers (HCPs) or patients our… Read more »Why it is good being a customer
Getting more diversity in clinical trials
In the pharma industry, we are obliged to run clinical trials with new kinds of treatments that might become products. There is a typical sequence… Read more »Getting more diversity in clinical trials