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…

Together with my team, we effectively consolidated the Roche medical portfolio of platforms & tools supporting customer and patient engagement. The Digital Engagement team in the Medical Customer Experience department – which I have the honor to lead – is managing all digital platforms, touchpoints and tools which are directly or indirectly serving Roche customers and patients. Examples are the Roche medical information portal, the ForPatients platform on clinical trials participation, and Medically, a non-promotional resource for healthcare professionals to exchange scientific information & developments. But also Roche-internal tools like an internal one-stop-shop for all information on Roche products, a medical insights access point, and our publication management platform. We finally achieved to make the overall portfolio more lean by reducing from 26 to 19 assets and trimming down (reducing maintenance efforts) further 5. As a result, the portfolio is not only easier to manage and saving expenses. This “straightening up” also allows the team to invest resources more efficiently and and more focused on future innovation. CLIENT:Roche Pharma PDMA (Global Medical Affairs)(as a Roche employee)PROJECT TIME FRAME: November 2019 – December…