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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 & ...
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...
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 ...
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...
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...
“The state of pharma CX”
Dominic Tyer's article on "The state of pharma customer experience" in the online magazine PMLiVE....
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 ...
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....
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...
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...
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...
6 differences between VoC and Market Research
The 6 key differences between Voice-of-the-customer (VoC) and market research...
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’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 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...
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...
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...
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, ...
“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 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 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 Engagement panel discussion
Panel on Medical Omnichannel Engagement at the Indegene Digital Summit 2022...
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 … ...
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 ...
“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...
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 ...
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’ 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...
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...
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...
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...
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...
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 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...
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....
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...
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...
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...
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...
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....
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...
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...
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...
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...
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-...
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...
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...
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...
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...
Subscribe to Pharma Digital CX News
A little editorial announcement … In case you might not have been aware already yourself, as an additional service, CX Inspiration Hub offer the ‘Pharma Digital CX News’ RSS feed. Fe...
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...
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 “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...
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...
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...
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: 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...
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...
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...
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...
Panel on Modernizing Medical Affairs
Panel on Modernizing Medical Affairs at the Reuters Pharma 2021 conference...
Mike Michael Hinshaw (Adobe) on the customer experience value chain
Read this article by Michael Hinshaw in the Adobe Blog …...
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 ...
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...
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...
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...
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 ...
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...
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...
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) 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”) ...
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...
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...
Turning B2B insights into actions
Forrester has published an exciting case study about how Sage Software North America built tools and governance to improve CX. Outcomes: 90% resolution rates 1.5x more paying customers 70% decrease in...
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, you might get a diff...
What does Digital Adoption mean?
As a part of their Customer Experience Thought Leadership series @Youtube, Jacada shares their approach to customer service automation. In this video, Clay Davis from Jacada speaks about the question ...
Cross-functional collaborative research
Forrester has published a case study about how Etsy invests in customer understanding to steer growth. Outcomes: 10% lift in ability to find desired search items 9% increase in likelihood to purchase ...
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 medical role during and beyond th...
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 in the category ‘Most p...
CX Day Greeting 2020 by Daniel Ord
Watch this video of Daniel Ord explaining the importance of customer perception, with a special emphasis on the Customer Experience Pyramid (Meets Needs … Easiness … Enjoyable). Actually, ...
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 them. And we put a lot of efforts in...
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