Panel on Medical Omnichannel Engagement at the Indegene Digital Summit 2022

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 Omnichannel Customer Experience”, where we have agreed on an interview-style presentation (so, no boring slides but true facts 😉 ). Just realized that my highly appreciated colleague Krishna Ranchhoddas, Head of Customer Experience & Continuous Improvement Leader at Tecan, will also speak the day after (September 9th) about “How can the Voice of Customer drive the organization’s strategy…

I am proudly looking forward to joining Yigal Aviv from Pfizer and Dirk Abeel from OMNI-X-ELLERATION for a panel discussion about the current maturity of omnichannel in the pharmaceutical industry. I am representing Roche. Feel free to listen to us remotely, on March 8 at 3:30p.m. CET, in case the topic might find your interest,…

In 2022 I had the great pleasure being a member of a cross-functional “digital squad” which was defining and executing on a digital launch strategy for a new pharmaceutical treatment launched by Roche in the EU. We saw an exceptional opportunity using the product launch as a sweet spot for early introducing CX methodology to the go-to-market approach. My role had been to add CX expertise and perspective to the table, where I have to say that my other functional colleagues (digital strategy, market insights, content management) had been remarkably open to consider new methodologies for a more customer-expectations-driven approach. Not claiming that this first attempt had been perfect, but a couple of aspects were successfully introduced to the digital launch strategy for the product. And I personally was confirmed on two of my personal mantras I am following, the “from talking to walking” and the “focus on sweet spots”. CLIENT:Roche Pharma(as a Roche employee)PROJECT TIME FRAME: June 2022 – January…

Presentation about providing commercial value proof of customer experience approaches.

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…