After moving to an enterprise role as Strategic Lead Digital CX at Roche Pharma, my first effort had been to assess the internal readiness of the company for executing on state-of-the-art CX models and approaches.
I provided an internal ‘Roche Pharma state of CX’ report which was revealing …
- key pain points but also opportunities of CX maturity and evolution at Roche Pharma
(based on perspectives by key internal stakeholders) - an external senior expert’s perspective on Roche Pharma CX readiness
- a mapping of Roche Pharma CX assets & activities to the CXPA-defined CX best practice framework
The results of the assessment helped me to prioritize next steps and enabled me to take action on. One outcome had been that Voice-of-the-customer is absolutely foundational (how can provide better customer experiences without knowing costumers’ experiences) I took the opportunity to take the lead of the just-about-to-start corporate VoC Program. Another key learning had been that a much closer linking and alignment would be critical of teams and individuals contributing to the evolution of CX at Roche Pharma. So, I started a collective CX Exec Coaching, supported by previous senior CX leaders from other industries as external coaches.
| CLIENT: Roche Pharma Global Product Strategy (as a Roche employee) | PROJECT TIME FRAME: February – May 2022 |
