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 strategy.
I really enjoyed the discussion the more the cross-industries audience started to add their own perspectives and what they had specifically learned based on different business models.
Honestly, I really enjoy speaking. But I even more enjoy a lively and sometimes even controversial discussion. Can be quite mind opening and inspiring. Unfortunately – due to the closed community – I am not free to publicly disclose details of. 😉
