The Medical Customer Experience department I had the pleasure to head at Roche Pharma (global), embraced the full value chain of digital customer touchpoints, medical content processes, internal customer engagement supporting platforms/tools, CX insights, and CX execution.
As part of the overall ambition to provide customers and patients with better experiences with Roche, the Digital Customer Engagement sub-team took the effort to design a lean but advanced Digital Content Strategy which developed into a Digital Content Best Practices Framework.
The team used the opportunity that most assets and aspects of end-to-end content processes were either homed in the department or with partners across the organization. They also invested in the smart approach to co-design strategy & framework together with representatives of affiliates and of global business functions.
