Skip to content
AI and business hand in hand
Top 7 ‘AI for customer service’ discussion themes

Posted on

about CX design
CXN Live
CXN free online event on the Future of CX (Dec 5-6)

Posted on

about CX strategy
Developing a Voice of the Customer mindset | Alex Genov on Engati CX
Developing a Voice of the Customer mindset (video)

Posted on

about understanding the customer
CXN Live
CXN free online event on Digital CX (Nov 14-15)

Posted on

about CX design
Indegene Summit 2023
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit

Posted on

about CX strategy
Measuring CX Performance
“The state of pharma CX”

Posted on

about CX strategy
PwC strategy& white paper on pharma CX
PwC white paper on rise of CX in pharma

Posted on

about CX strategy
From old old to new way of working
From ‘old old’ to new

Posted on

about customer centric culture
CXN Live
CXN free online event on Generative AI in CX (Oct 10-11)

Posted on

about CX design
patient co-deciding
Elevating Customer Service in Pharma

Posted on / 1 comment

about customer centric culture
CXN Live
CXN free online event on Voice of the customer (Sep 19-20)

Posted on

about understanding the customer
VoC and martket research
6 differences between VoC and Market Research

Posted on

about understanding the customer
Christian Velten @ 2023 CX for Life Sciences conference
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science

Posted on

about measuring CX success
Porsche 111 video
Porsche’s “You mean a 911? No, a 111!” (video)

Posted on

about understanding the customer
My Vodafone experience
My Vodafone Germany experience

Posted on

being learning from failure
Hafners CX podcast
Podcast episode on CX Management@Pharma

Posted on

about CX strategy
Chrisian Velten @Reuters Pharma 2023 in Barcelona
Speaking about VoC@Pharma @Reuters Pharma 2023

Posted on

about measuring CX success
Elevate Spotify podcast by MAPS
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)

Posted on

about understanding the customer
Delivering Customer Experiences That Connect in a Post-Pandemic World
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)

Posted on

about CX design
Virtual interview of Urs Voegeli, Managing Director Janssen Switzerland
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)

Posted on

about customer centric culture
Stop ...
Stop defining CX (just) as insights

Posted on

about customer centric culture
Medical Omnichannel Engagenment
Medical Omnichannel Engagement panel discussion

Posted on

by healthcare sector
Zappos True Customer Story
Zappos True Customer Story (video)

Posted on

about customer centric culture
enterprise ambition CX
Who in the company is in charge of CX?

Posted on

about CX strategy
CX 3.0 Conference 2022
“How to Build an Omnichannel Customer Experience”

Posted on

about CX strategy
patient co-deciding
6 reasons why the patient is the pharma customer

Posted on

about customer centric culture
How to make metrics guiding CX in pharma? – Meet me in Zurich

Posted on

about measuring CX success
Compliance
‘Compliance’ is part of the solution

Posted on

about organizational adoption
Hurdles
Internal hurdles with the patient being a customer

Posted on

about organizational adoption
complexity of CX transformation
Is Pharma simply swamped by CX transformation?

Posted on

about CX strategy
The Charles-Ozzy persona
Get beyond sociodemographic twins … to shared experiences of life

Posted on

about understanding the customer
Women’s Champions League Final 2017
Do you need a dedicated corporate CX strategy?

Posted on

about CX strategy
design funnel mapped to clinical development phases.
Sketch of a design funnel … for pharma people

Posted on

about CX design
Stop ...
Stop defining CX (just) as an outcome

Posted on

about CX strategy
CXN Live
CXN Live: Customer journey management 2022 – free online event (Apr 13-15)

Posted on

about customer centric culture
pharma physician discussion
Overcoming the schism in pharma customer engagement

Posted on / 2 comments

about organizational adoption
plane taking off
When everything seem to be going against you …

Posted on

being an inspirational quote
Can it help to think of patients as customers?"
Mark Doyle challenging me on “the patient = the customer”

Posted on

by healthcare sector
Nestle DAT
The Nestlé approach to digital acceleration

Posted on

about organizational adoption
CXN Live
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)

Posted on

about CX design
VoC at Toyota GB
How Toyota GB uses VoC to improve the customer experience (video)

Posted on

about organizational adoption
Next Pharma Summit 2022 panel discussion
Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022

Posted on

by healthcare sector
omnichannel vs multi-channel
What is the difference between multi-channel and omnichannel?

Posted on

about customer centric culture
CXN Live
CXN Live: Voice of the customer 2022 – free online event (Feb 15-17)

Posted on

about understanding the customer
CXN Live
Predictive CX 2022 – free online seminar by CX Network (Jan 25-26)

Posted on

about understanding the customer
KPN CX use case clip
Customer community for support and ideation

Posted on

about CX design
10 CX industry stats
Blake Morgan’s 10 stats that show the power of the CX industry

Posted on

about measuring CX success
Customer Bliss #142
5 key actions to help a CX leader stay ahead of market disruption

Posted on

about CX strategy
The CX Leader's Manual by Steven Van Belleghem
Free “CX Leader’s manual” eBook by Steven Van Belleghem

Posted on

about customer centric culture
Pharma Digital CX News RSS
Subscribe to Pharma Digital CX News

Posted on

by healthcare sector
T-Mobile NL CX use case clip
Online customer community boosting customer service

Posted on

about understanding the customer
Jeff Bezos
Taking anecdotal feedback serious

Posted on

about understanding the customer
MAPS event "The power of digital in medical affairs"
MAPS “The Power of Digital in Medical Affairs” on Dec 16th

Posted on

by healthcare sector
The dancing guy
Leadership by a dancing guy

Posted on

about organizational adoption
CX Management for Lifesciences 2021
Meet me @CX for Life Science virtual conference on Dec 9/10

Posted on

by healthcare sector
Medical Affairs digital capabilities
Capabilities required for Digital Medical Affairs

Posted on

about organizational adoption
CX trnasformation metrics webinar
“CX transformation: the metrics that matter” (webinar recording)

Posted on

about measuring CX success
amazing
Does your customer portal meet customer needs … or yours?

Posted on

about CX design
Visionary
Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire

Posted on

about customer centric culture
Prof. Lieven Annemans
What clinicians want to know about the health economic profile of new drugs (free webinar)

Posted on

about understanding the customer
Panel on Modernise Medical Affairs
Panel on Modernizing Medical Affairs

Posted on

about organizational adoption
CX value chain
Mike Michael Hinshaw (Adobe) on the customer experience value chain

Posted on

about CX strategy
Little Disney lady
5 Things Healthcare Organizations Can Learn From Disney

Posted on

about customer centric culture
Think outside of the box
20 real life CX inspirations by Blake Morgan

Posted on

about CX strategy
Oliver Sacks - His Own Life
Watch this movie if you can

Posted on

about customer centric culture
20 Best CX Metrics for Your Business
Inspiring overview of CX metrics’ types

Posted on

about measuring CX success
Jane Chen TED talk
Reality inspiring innovation

Posted on

about understanding the customer
the patient human
The patient’s view

Posted on

being an inspirational quote
The Digital Health Coalition
Pharma: “The Customer Experience Landscape in 2021”

Posted on

about CX strategy
DBS Bank CX use case clip
Transforming CX by using journey maps

Posted on

about CX strategy
PillPack by Amazon
PillPack (by Amazon) is NPS-outperfoming pharmacy market

Posted on

about customer centric culture
Teamwork in office
Sketch of a high performing CX team

Posted on

about CX strategy
MailChimp CX use case clip
How MailChimp turned data into action

Posted on

about measuring CX success
SAGE Software CX use case clip
Turning B2B insights into actions

Posted on

about organizational adoption
pharma customer ecosystem
Who is the pharma customer?

Posted on

about customer centric culture
CX thought leadership series
What does Digital Adoption mean?

Posted on / 2 comments

about organizational adoption
Etsy CX use case clip
Cross-functional collaborative research

Posted on

about CX design
MAPS Global Townhall 2020
Digital innovation in Medical Affairs

Posted on

about CX strategy
Reuters Pharma Awards 2020
Roche internal patient community won Reuters Pharma Award Europe 2020

Posted on

about customer centric culture
Daniel Ord on CX Day 2020
CX Day Greeting 2020 by Daniel Ord

Posted on

about CX design
Stop ...
Let’s stop calling ourselves “customer”

Posted on

about customer centric culture
Burger Bullet mockup and testing
“Burger Bullet” prototyping and mock-testing

Posted on

about CX design
The rise of the digital HCP
The rise of the digital HCP

Posted on

about understanding the customer
American Cancer Society CX use case clip
Outcome-driven CX measurement by a medical association

Posted on

about measuring CX success
Aardman COPD Greater Manchester animation
Give patients a voice by telling their stories

Posted on

about CX design
caring for the patient
Why it is good being a customer

Posted on

about customer centric culture
patients' diversity
Getting more diversity in clinical trials

Posted on

about CX design
Buiness people talking
Joining a cross-industries CX council

Posted on

CX Community & Events
“User experience is everything.”

Posted on

about CX design
stay close to sunshine people
Blake Morgan’s 101 Of The Best Customer Experience Quotes

Posted on

being an inspirational quote
Anthony Pannozzo sharing his view on PX
What Is Patient Experience? – Anthony Pannozzo’s view

Posted on

about customer centric culture
steve jobs statement on CX
What Steve Jobs said about customer experience in 1997

Posted on

about customer centric culture
Daniel Ord about CX at his art gallery
Daniel Ord: What I learned about CX Strategy by owning an Art Gallery

Posted on

about CX strategy
Jeff Bezos
Jeff’s view

Posted on

about customer centric culture
Steve Jobs 2007 iPhone presentationn
Get inspired by Steve Jobs introducing the first iPhone

Posted on

about understanding the customer
Christian Velten
Who you are listening to

Posted on

CX Community & Events