Author: Christian Velten

This week, I had the pleasure to host the biannual meeting of the cross-industries CX Council (European chapter) at Roche HQ in Basel. The CX Council is a “safe space” where CX leaders across industries share and discuss their best practices and challenges. It is a “safe space” for open discussion by having one representative by industry only and following the Chatham House Rule. Roche colleagues presented and discussed Roche Pharma’s approaches to Omnichannel and Segmentation, both receiving a lot of acknowledgement. Council members judged the quality and set-up of the Roche advancements as being highly advanced and mature. Hear…

My wife and I have a new project. We are renovating a new home in the Black Forest. A truly lovely place to be. The woods around produce a lot of good air, oxygen and positive energy. Hiking trails are nearby. We instantly perceived a kind of ‘revitalization’ on the spot. And it is an area where other people go for vacation. OK, in all honesty, there is also a lot of work to be done as we are factually fundamentally renovating the house. On some days this might be more a challenge (esp. when it is about bureaucratic paper…

Presentation about providing commercial value proof of customer experience approaches.

Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business

Today, I had the great pleasure to discuss with Olivier Mourrieras how customer journeys reveal no only moments-that-matter but also channels-that-matter. I have been a guest at a ‘CX Huddle’, a format run by TribeCX for their CX Learning Community. To spark the discussion I started to provide insights into the pharma business model and how a mapping of personas (and their journeys) to disease area specific ‘channel performance maps’ helped us at Roche with selecting a smart channel mix for a product launch. Also, how Voice-of-the-customer will help us at Roche to iteratively refine and adjust the digital channel…

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

Companies need a shift in mindset from treating customer service as a problem-solving function and a cost center, to viewing it as a shared value creation function. Engaging customers at every step of their journey – from learning and purchase to usage and repurchase – is a top priority and the service suite plays a key role. In a CX Network fireside chat with Joseph Vassie, Head of Insights and Analytics at ASOS and Alan Gibson, Service Specialist for Sprinklr we discussed together why this is demanding a pro-active vs reactive approach to customer experience, what is preventing us from…

Presentation about mastering customer experience in the pharmaceutical industry by applying universal methodologies.

Panel discussing if investments into digital transformation are paying out at the 2023 Indegene Summit “Future Ready Healthcare”

When I joined the new enterprise-level position as a Strategic Lead for Digital Customer Experiences at Roche Pharma in early 2022, I firstly did an in-depth analysis of the internal landscape of customer experience (CX) tools, methodologies and initiatives in place. And what I found was a colorful bunch of innovative assets and committed individuals. But all more or less disconnected, and all one-man/woman armies. At the same time I had personally decided to change my own strategy to making Roche more customer experiences driven from preaching CX to executing CX. “From talking to walking”. To make it real in…