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![Innovations-in-Patient-CX-DHCG-Project-April-2024-Final Innovations in Patient CX report](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/07/Innovations-in-Patient-CX-DHCG-Project-April-2024-Final.png?fit=300%2C167&ssl=1)
Innovations in Patient CX
Digital Health Coalition (DHC) industry report on "Innovations in Patient CX"...
![people business human business](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/07/pexels-fauxels-3184405.jpg?fit=300%2C167&ssl=1)
CX = a people business
Emotional targets and behavioral drivers are key and vital success factors for Customer Experience. With external customers as well as with internal CX adoption....
![AdobeStock_453975918.Egor Adobe Stock.crop Measuring CX Performance](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/AdobeStock_453975918.Egor-Adobe-Stock.crop_.png?fit=300%2C167&ssl=1)
“I just need to know that our NPS score is higher than the one of …”
5 reasons why being satisfied with having a higher NPS than your competitor is a dangerous pitfall...
![2024 CXM LS 2024 CX Management for Life Sciences conference](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/04/2024-CXM-LS.jpg?fit=300%2C167&ssl=1)
Providing proof of CX commercial value @2024 CXM for Life Science
Presentation about providing commercial value proof of customer experience approaches....
![Reuters 2024 Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/06/Reuters-2024.jpg?fit=300%2C167&ssl=1)
Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value
Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business...
![cropped-GIC-CX-Change-Logo 9th Annual CX Conference](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/02/cropped-GIC-CX-Change-Logo.jpg?fit=300%2C167&ssl=1)
Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference
Presentation on Maximise Measurement Tools & Metrics To Communicate The Commercial Value Of CX & Prove The Strategic Impact By Demonstrably Improving ROI at 2024 9th Annual CX Conference
...
![Bezos 2010 Jeff Bezos 2010](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/01/Bezos-2010.jpg?fit=300%2C167&ssl=1)
Jeff Bezos: “Be worried about customers not competitors” (video)
Founder and C.E.O. of Amazon.com Jeff Bezos in an interview with Charlie Rose in 2010....
![AI and business hand in hand](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/12/business-AI.png?fit=300%2C167&ssl=1)
Top 7 ‘AI for customer service’ discussion themes
During Q4 this year, I have been – intentionally and accidentally – involved in a series of discussions dealing with the impact of AI technology and solutions on customer engagement & ...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN free online event on the Future of CX (Dec 5-6)
Free online event by CXN "All Access: Future of CX - Unlocking Best In Class CX Through Personalization, Omnichannel & Intelligent Automation" on Dec 5-6 2023...
![CX Network Nov 2023 The AI mantra for customer services](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2024/06/CX-Network-Nov-2023.png?fit=300%2C167&ssl=1)
The AI mantra for customer services @CX Network
Fireside chat discussion about how AI can help shifting their view on customer service as more being understood as a shared value creation function....
![world class digital CX 2023 gross 7th World Class Digital Customer Experience Conference](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/11/world-class-digital-CX-2023-gross.png?fit=300%2C167&ssl=1)
Mastering CX in Pharma: Applying Universal Methodologies for Success @2023 World Class Digital CX conference
Presentation about mastering customer experience in the pharmaceutical industry by applying universal methodologies....
![Developing a Voice of the Customer mindset | Alex Genov on Engati CX Developing a Voice of the Customer mindset | Alex Genov on Engati CX](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/Alex-Genov-on-voc.png?fit=300%2C167&ssl=1)
Developing a Voice of the Customer mindset (video)
Alex Genov, Head of Customer Research at Zappos, is speaking on Engati CX about “Developing a VoC mindset“. Alex talks about the challenges that market research is facing in terms of data ...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN free online event on Digital CX (Nov 14-15)
Free online event by CXN "All Access: Digital CX - Deliver seamless, integrated and personalized experiences through online and mobile touch points" on Nov 14-15 2023...
![Indegene Summit 2023 Indegene Summit 2023](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/09/Indegene-Summit-2023.jpg?fit=300%2C167&ssl=1)
Are you paying for transformation to fail?, panel discussion @2023 Indegene Digital Summit
Just enjoyed a lively and rich discussion about “Are you paying for transformation to fail?” as a panel member at the 2023 Indegene Digital Summit “Future Ready Healthcare”. We...
![AdobeStock_453975918.Egor Adobe Stock.crop Measuring CX Performance](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/AdobeStock_453975918.Egor-Adobe-Stock.crop_.png?fit=300%2C167&ssl=1)
“The state of pharma CX”
Dominic Tyer's article on "The state of pharma customer experience" in the online magazine PMLiVE....
![PwC rise of pharma CX PwC strategy& white paper on pharma CX](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/09/PwC-rise-of-pharma-CX.png?fit=300%2C167&ssl=1)
PwC white paper on rise of CX in pharma
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 ...
![Evolution of the “from need to solution” approach From old old to new way of working](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2025/08/from-old-old-to-new.png?fit=300%2C167&ssl=1)
From ‘old old’ to new
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 developing things together gives better outcomes....
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN free online event on Generative AI in CX (Oct 10-11)
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...
![treatment consultation patient co-deciding](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/07/Ilmicrofono-Oggiono-_-Flickr.jpg?fit=300%2C168&ssl=1)
Elevating Customer Service in Pharma
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...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN free online event on Voice of the customer (Sep 19-20)
Free online event by CXN "All Access Voice of the Customer APAC" on Sep 19-20 2023...
![iStock-1367616997-B4LLS 2023 iStockphoto.crop VoC and martket research](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/iStock-1367616997-B4LLS-2023-iStockphoto.crop_.jpg?fit=300%2C167&ssl=1)
6 differences between VoC and Market Research
The 6 key differences between Voice-of-the-customer (VoC) and market research...
![Dr Velten PostCard b Christian Velten @ 2023 CX for Life Sciences conference](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/Dr-Velten-PostCard-b.png?fit=300%2C167&ssl=1)
Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science
At Roche, we have made major progress with the evolution of an enterprise Voice-of-the-customer (VoC) Program, which includes a full VoC framework and business processes as well as the deployment of Q...
![porsche 111 Porsche 111 video](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/porsche-111.png?fit=300%2C167&ssl=1)
Porsche’s “You mean a 911? No, a 111!” (video)
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 nice example how non-digital experiences still make a difference and can lead t...
![my-Vodafone-experience 2023 My Vodafone experience](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/08/my-Vodafone-experience-2023.png?fit=300%2C167&ssl=1)
My Vodafone Germany experience
There is a huge opportunity to not only learn from best practices … but also from real life failure that factually continues to happen day by day. Let me share an example out of my own life. I a...
![Hafners CX podcast Hafners CX podcast](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/02/hafners-CX-podcast.png?fit=300%2C156&ssl=1)
Podcast episode on CX Management@Pharma
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 Podcast) and my appreciated colleague Joe...
![Reuters Barcelona 2023 Chrisian Velten @Reuters Pharma 2023 in Barcelona](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2023/02/Reuters-Barcelona-2023.png?fit=300%2C167&ssl=1)
Speaking about VoC@Pharma @Reuters Pharma 2023
Can you be customer-centric without knowing your customers’ opinion? Voice-of-the customer (VoC) is the methodology for knowing, actually a real-time process of getting to know our customersR...
![MAPS Elevate podcast at Spotify Elevate Spotify podcast by MAPS](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/10/elevate-podcast.png?fit=300%2C167&ssl=1)
What Pharma Medical Affairs can learn from Amazon about insights mining (podcast episode)
Inspiring episode of the 'Elevate Medical Affairs Podcast Channel' @Spotify. MAPS speaks with Mark Michalski, Worldwide Head, Healthcare & Life Sciences, Artificial Intelligence and Machine Learning, ...
![CXN and Entropik webinar Jan 2022 Delivering Customer Experiences That Connect in a Post-Pandemic World](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/09/CXN-and-Entropik.png?fit=300%2C166&ssl=1)
“Delivering Customer Experiences That Connect in a Post-Pandemic World” (webinar recording)
Watch this webinar on the role of Emotion AI in bridging the experiential void in a digital-first world. Learn how Emotion AI technologies can be plugged into different touchpoints across a customer...
![Breaking internal silos for patient centricity Virtual interview of Urs Voegeli, Managing Director Janssen Switzerland](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/09/Voegeli-and-Doyle-Oct-2022.webp?fit=300%2C169&ssl=1)
“Breaking internal silos to ensure patient centricity is a key focus company-wide” (webinar)
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 enablin...
![Stop it! Stop ...](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/businessman-g1adcc50fd_1920.jpg?fit=300%2C167&ssl=1)
Stop defining CX (just) as insights
I had mentioned this before. Sometimes I am really bothered by the capriciousness if not shallowness, I see the “CX” label been used from time to time. I am not talking about academic dict...
![Medical Omnichannel Engagenment panel at Indegene Digital Summit 2022 Medical Omnichannel Engagenment](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/09/1663850952258.jpg?fit=300%2C156&ssl=1)
Medical Omnichannel Engagement panel discussion
Panel on Medical Omnichannel Engagement at the Indegene Digital Summit 2022...
![Jewelry | Zappos True Customer Story Zappos True Customer Story](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/08/zappos.png?fit=300%2C167&ssl=1)
Zappos True Customer Story (video)
In this advertising video, Zappos (an online retailer for clothes) shares their anticipation on customer experience in a funny and inspirational way. You might say ‘OK, but it is an add … ...
![enterprise ambition CX enterprise ambition CX](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/07/Tambret.jpg?fit=300%2C167&ssl=1)
Who in the company is in charge of CX?
Who is in charge of Customer Experience in a company?Everybody is in charge of Customers’ Experience in a company! ‘Customer Experience’ has to be an enterprise vision, ambition and ...
![CX 3.0 Conference 2022 CX 3.0 Conference 2022](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/08/cx-logo.gif?fit=300%2C62&ssl=1)
“How to Build an Omnichannel Customer Experience”
Just a quick update, that I will be at the CX 3.0 Conference, held virtually next week Thursday, September 8th, at 9 a.m. CET. Find me representing Roche and speaking about “How to Build an Omni...
![treatment consultation patient co-deciding](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/07/Ilmicrofono-Oggiono-_-Flickr.jpg?fit=300%2C168&ssl=1)
6 reasons why the patient is the pharma customer
I really enjoyed the opportunity to be challenged on the "patient = customer" thinking at a discussion with Mark Doyle and a virtual audience earlier this year. Summarizing my rationale, those are my ...
![Post-Card-Dr.-Christian-Velten-1 Post-Card-Dr.-Christian-Velten-1](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/08/Post-Card-Dr.-Christian-Velten-1.png?fit=300%2C127&ssl=1)
How to make metrics guiding CX in pharma? – Meet me in Zurich
UPDATE: Unfortunately, I had to decline joining this fabulous event due to personal reasons. So, in contrary to the initial announcement I will not be there … but kindly be replaced by my apprec...
![compliance-5936589 Gerd Altmann auf pixabay Compliance](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/08/compliance-5936589-Gerd-Altmann-auf-pixabay.jpg?fit=300%2C167&ssl=1)
‘Compliance’ is part of the solution
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 f...
![Hurdles Hurdles](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/hurdles_eduard-labar-uMDNR3rW5lM-unsplash.crop_.jpg?fit=300%2C167&ssl=1)
Internal hurdles with the patient being a customer
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 and who, as it is not my intention to accidentally blame...
![complex transformation complexity of CX transformation](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/05/artificial-intelligence-g70e8b044c_1280.jpg?fit=300%2C167&ssl=1)
Is Pharma simply swamped by CX transformation?
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 pharma industry. Perhaps too much? Let’s be honest. In...
![The Charles-Ozzy persona The Charles-Ozzy persona](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/thecharlesozzypersona-teaser.png?fit=300%2C167&ssl=1)
Get beyond sociodemographic twins … to shared experiences of life
I recently stumbled upon this meme about Prince Charles and Ozzy Osbourne … Prince Charles and Ozzy Osbourne are sociodemographic twins, and would – based on traditional customer segmentat...
![UEFA_Women’s_Champions_League,_Olympique_Lyonnais_-_FC_Barcelona_Steffen Prößdorf.crop Women’s Champions League Final 2017](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/UEFA_Womens_Champions_League_Olympique_Lyonnais_-_FC_Barcelona_Steffen-Prosdorf.crop_.jpg?fit=300%2C167&ssl=1)
Do you need a dedicated corporate CX strategy?
The answer by my CX executive peers had been very clear, “Just ask: ‘What is our CX strategy?‘ !”. My question was, “How can I raise awareness that CX is an integrated co...
![design thinking funnel mapped to clinical development phases design funnel mapped to clinical development phases.](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/design-funnel-mapped-to-clinical-development-phases.crop_.jpg?fit=300%2C167&ssl=1)
Sketch of a design funnel … for pharma people
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 simply more used to it). But actually the typic...
![Stop it! Stop ...](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/businessman-g1adcc50fd_1920.jpg?fit=300%2C167&ssl=1)
Stop defining CX (just) as an outcome
I am honest. Sometimes I am seriously bothered. Bothered by the capriciousness, I see the “CX” label been used from time to time. I am not talking about academic or dogmatic dictionary def...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN Live: Customer journey management 2022 – free online event (Apr 13-15)
Free online event by CXN "Customer journey management 2022 - Enhancing Customer Experience through Improved Journey Mapping, Design and Optimization" on Apr 13-15 2022....
![doctor chat pharma physician discussion](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/iStock-1189303727-by-Ridofranz-cut.jpg?fit=300%2C167&ssl=1)
Overcoming the schism in pharma customer engagement
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 functions/roles, commercial and medical affairs. Ideally...
![starting plane plane taking off](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/03/CGS31505.jpg?fit=300%2C167&ssl=1)
When everything seem to be going against you …
A bit of inspiration for situations where the road to CX might be bumpy … 😉 “When everything seem to be going against you, remember that the airplane takes off against the wind, not wit...
![A life in a day in conversation with C Velten Can it help to think of patients as customers?](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/03/a-life-in-a-day.jpg?fit=300%2C167&ssl=1)
Mark Doyle challenging me on “the patient = the 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 an exciting discussion on the implications of thin...
![Nestlé Digital Acceleration Team Nestle DAT](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/nestle_dat.png?fit=300%2C167&ssl=1)
The Nestlé approach to digital acceleration
Interested in a kind of “learning from the best” inspiration? Swiss-based Nestlé has created an amazing incubator for their employees to learn & grow digital capabilities in a real li...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN Live: Customer self-service 2022 – free online event (Mar 29-30)
Free online event by CXN "Customer self-service 2022 - Leveraging self-service to increase customer experience, reduce contact volumes and improve efficiency" on Mar 29-30 2022....
![VoC at Toyota Great Britain VoC at Toyota GB](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/toyota-gb.jpg?fit=300%2C167&ssl=1)
How Toyota GB uses VoC to improve the customer experience (video)
This real life example shows how augmenting traditional metrics and research with data from their insight communities allows Toyota GB to create an authentic 360-degree view of existing customers, pro...
![Omni-channel transformation: job well done?! Next Pharma Summit 2022 panel discussion](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/02/1644233970379b.jpg?fit=300%2C167&ssl=1)
Omnichannel transformation: job well done?! @ NEXT Pharma Summit 2022
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 omnichannel in the pharmaceutical indust...
![multi-channel vs omnichannel omnichannel vs multi-channel](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/08/digitalisation-pharma-industry_0.jpg?fit=300%2C166&ssl=1)
What is the difference between multi-channel and omnichannel?
I am frequently asked about the difference between “multi-channel” and “omnichannel”. And typically my nutshell-answer is … ‘multi-channel’ provides you an in...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
CXN Live: Voice of the customer 2022 – free online event (Feb 15-17)
Free online event by CXN "Voice of the customer 2022 - Utilizing customer feedback to enhance customer understanding, optimize key touchpoints, identify friction points and drive culture change" on Fe...
![CXNLive CXN Live](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/CXNLive.png?fit=270%2C150&ssl=1)
Predictive CX 2022 – free online seminar by CX Network (Jan 25-26)
Free online seminar by CXN "Predictive CX 2022 - Leveraging predictive CX to take targeted actions in real time, addressing common causes of churn, frustration and opportunities to delight" on Jan 24-...
![kpn KPN CX use case clip](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/kpn.png?fit=300%2C166&ssl=1)
Customer community for support and ideation
Another online community case study by inSided. This time on KPN, who is delivering mobile, landline, TV and internet services to customers across Europe. KPN improves his CX with an insided community...
![10 CX stats that show the power of the CX industry 10 CX industry stats](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/01/1629722421954.crop_.jpg?fit=300%2C167&ssl=1)
Blake Morgan’s 10 stats that show the power of the CX industry
Some inspiration for the new year, an eye-opening compilation of “10 Stats that show the power of the CX industry” by Blake Morgan @LinkedIn. My personal favorite being … “Comp...
![customer bliss 142 Customer Bliss #142](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/customer-bliss-142.png?fit=300%2C174&ssl=1)
5 key actions to help a CX leader stay ahead of market disruption
So, you are in the middle of the Christmas break and start to get bored? Why not listening to an inspirational podcast episode by Jeanne Bliss. I picked #142 on “5 Key Actions to Help You Stay A...
![CX Leaders Manual.StevenVanBelleghem.2021 The CX Leader's Manual by Steven Van Belleghem](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/CX-Leaders-Manual.StevenVanBelleghem.2021.jpg?fit=300%2C167&ssl=1)
Free “CX Leader’s manual” eBook by Steven Van Belleghem
Looking for an inspiring CX read for the upcoming break? Steven Van Belleghem has recently published an amazing eBook titled “The CX leader’s manual to customer excellence“, availabl...
![t-mobile T-Mobile NL CX use case clip](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/t-mobile.png?fit=300%2C167&ssl=1)
Online customer community boosting customer service
A nice study on T-Mobile NL – the Netherlands leading telco – has been shared by inSided. It talks about how an online community achieved to cut support costs and improving CX. Outcomes: U...
![Jeff Bezos Jeff Bezos](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/jeffs-view-e1631881021120.crop_.png?fit=300%2C166&ssl=1)
Taking anecdotal feedback serious
Honestly spoken, I had been very much surprised by this statement by Amazon-founder Jeff Bezos‘ as Amazon is known as such a strong data-driven and data-empowered business. The pharmaceutical in...
![MAPS Dec162021 event teaser MAPS event](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/12/MAPS-Dec162021-event-teaser.png?fit=300%2C167&ssl=1)
MAPS “The Power of Digital in Medical Affairs” on Dec 16th
MAPS Switzerland/nordics Chapter launch event "The power of digital in medical affairs" on December 16th 2021...
![The dancing guy The dancing guy](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/dancing-guy.png?fit=300%2C167&ssl=1)
Leadership by a dancing guy
Watch the power of the leader – and his first follower – with making a movement happen … start to finish, in under 3 minutes, and dissect some lessons. For me this is a perfect metap...
![CXM Lifesciences 2021.teaser CX Management for Lifesciences 2021](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/11/CXM-Lifesciences-2021.teaser.jpg?fit=300%2C167&ssl=1)
Meet me @CX for Life Science virtual conference on Dec 9/10
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. For more information, see the...
![Medical Affairs digital capabilities Medical Affairs digital capabilities](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/DT-Consulting.crop_.jpg?fit=300%2C167&ssl=1)
Capabilities required for Digital Medical Affairs
DT Consulting has recently published a new whitepaper on “Building Digital Capabilities In Medical Affairs For A Post-COVID Multichannel Reality” (Francesca Properzi et al., Oct 15 2021), ...
![CX transformation metrics webinar CX trnasformation metrics webinar](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/11/CX-transformation-metrics-webinar.jpg?fit=300%2C167&ssl=1)
“CX transformation: the metrics that matter” (webinar recording)
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. The recording i...
![pexels-andrea-piacquadio-3760809.crop amazing](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/pexels-andrea-piacquadio-3760809.crop_.jpg?fit=300%2C167&ssl=1)
Does your customer portal meet customer needs … or yours?
OK, honestly spoken, I am afraid to say that when it comes to customer portals I might be biased. Over the past decades, I have seen too many related initiatives/projects in my industry (pharmaceutica...
![Visionary Visionary](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/benjamin-wedemeyer-AjFIUMeTzzY-unsplash.crop_-e1635355710692.jpg?fit=300%2C167&ssl=1)
Reuters seminar on “Becoming a CX Visionary” featuring CVS Health & Bloomfire
Recently, CX seems to have a run. Another free webinar crossed the way, this time by Reuters. It has been labeled “Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture featuring...
![lieven_webinar_2021_2.crop Prof. Lieven Annemans](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/lieven_webinar_2021_2.crop_.jpg?fit=300%2C167&ssl=1)
What clinicians want to know about the health economic profile of new drugs (free webinar)
Short-term opportunity spotted for a free webinar offered by CELforPharma. On Monday, 29 November 2021, 1:00 – 1:45 PM CET, Prof. Lieven Annemans is speaking about “What clinicians need (a...
![Reuters Pharma 2021 – Modernise Medical Affairs Panel on Modernise Medical Affairs](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2022/10/Reuters-Pharma-2021.jpg?fit=300%2C157&ssl=1)
Panel on Modernizing Medical Affairs
Panel on Modernizing Medical Affairs at the Reuters Pharma 2021 conference...
![cx value chain CX value chain](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/cx-value-chain-WellSpring-LLC.crop_.png?fit=300%2C167&ssl=1)
Mike Michael Hinshaw (Adobe) on the customer experience value chain
Read this article by Michael Hinshaw in the Adobe Blog …...
![22-09-_2021_15-04-59-e1632320449315 Little Disney lady](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/22-09-_2021_15-04-59-e1632320449315.png?fit=300%2C166&ssl=1)
5 Things Healthcare Organizations Can Learn From Disney
Disney and healthcare are worlds apart in what they do. While healthcare is largely a utilitarian service offering (i.e., patients need a problem to be resolved), guests visit Disney parks seeking an ...
![Think outside of the box Think outside of the box](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/1633170964550.jpg?fit=300%2C167&ssl=1)
20 real life CX inspirations by Blake Morgan
Be inspired by “20 Amazing Examples Of Customer Experience Innovation” which Blake Morgan has shared @LinkedIn today. From Mercedes to online retailer Boxed. Read more … (LinkedIn ac...
![sacks.crop Oliver Sacks - His Own Life](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/sacks.crop_.jpg?fit=300%2C167&ssl=1)
Watch this movie if you can
I wholeheartedly invite you considering to watch the movie “Oliver Sacks: his own life” if you may have the opportunity to. London-born Oliver Sacks was a man of extremes. In his youth, he...
![20 Best Customer Experience Metrics 20 Best CX Metrics for Your Business](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/1632994038683.jpg?fit=300%2C167&ssl=1)
Inspiring overview of CX metrics’ types
Blake Morgan has posted an exciting article on “The 20 Best Customer Experience Metrics For Your Business” @LinkedIn. <sic!> “Customer experience is all about customers, but it...
![24-09-_2021_09-48-00 Jane Chen TED talk](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/24-09-_2021_09-48-00.png?fit=300%2C166&ssl=1)
Reality inspiring innovation
A really inspiring example about how watching and listening to reality needs can funnel into innovation … here a small piece of technology plus a clear intent, which both together save life. In ...
![pexels-photo-6984619.crop the patient human](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/pexels-photo-6984619.crop_.jpg?fit=300%2C167&ssl=1)
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 Patient centricity is about putting yoursel...
![DHC-2020 The Digital Health Coalition](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/07/DHC-2020-1.jpg?fit=300%2C167&ssl=1)
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 Meyer...
![Forrester-DBS DBS Bank CX use case clip](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/Forrester-DBS.png?fit=300%2C167&ssl=1)
Transforming CX by using journey maps
Forrester has published an inspiring case study about how DBS reinvented the Asian banking experience. Outcomes: 239 million customer service hours saved in 3 years 84.3% of customers now receive serv...
![PillPack by Amazon PillPack by Amazon](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/pillpack.jpg?fit=300%2C166&ssl=1)
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 class”) ...
![CGS31538 Teamwork in office](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/CGS31538.jpg?fit=300%2C167&ssl=1)
Sketch of a high performing CX team
Many roads lead to Rome. But knowing which of those have worked for others before, doesn’t hurt. Today, I would like to share with you the basic structure of a real CX team in a pharmaceutical e...
![Mailchimp MailChimp CX use case clip](https://i0.wp.com/cxinspiration.blog/wp-content/uploads/2021/10/Mailchimp.png?fit=300%2C168&ssl=1)
How MailChimp turned data into action
Evernote has published an case study on how MailChimp turned data into action with Evernote Business. There might be same bias with the solution due to the publisher 😉 … but the general appro...
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