A disclaimer first. I am not Swiss myself. So, I claim being a (mostly) unbiased and impartial advocate. Since late 2008, I am working in multinational Swiss-based companies. And in all of them I now and then met other non-Swiss colleagues who whispered complaints about their Swiss colleagues. Typically it is about Swiss people being perceived as being slower with business progress, too much into details, causing delayed decisions. Thereby taking some non-Swiss colleagues’ nerves. After having had the opportunity experiencing myself the “Swiss way” and its business impact for a couple of years, I need to say … that I simply but totally disagree. There seem to be some cultural misunderstandings if not myths in place. Actually, I personally would love to see more Swissness and Swiss colleagues in business. So, also as my very personal homage to Swissness and tribute to many Swiss colleagues I had the honest pleasure to work and succeed with over the years here are my … 6 Reasons why every Swiss-based multinational should dare going for more Swissness OK, I am fully aware that I might also step into the pitfalls of (positive) prejudices and oversimplifications. I know that there is not “THE Swiss colleague”. That there are individuals with diverse characters, natures and strengths. But, to my humble opinion, it is important to not ignore cultural imprints and DNA which are part of all of us. The power is with not denying but using its strengths positively. 1. You are working for a Swiss company on Swiss ground … so, what is the point?! As an US-American would you like to be blamed for allegedly dabbling in everything … at home? As German for always “being too German” uttered by a non-German in a German company in Germany? As an English for being cold and without empathy by expatriate colleagues in the London office? How would this feel? Think about your own culture and the myths, prejudices and distorted pictures in place. For me personally, blaming someone for living his culture in his country is simply disrespectful, sorry for being fully transparent here. (no, this is not German rudeness, in our culture we simply enjoy ‘clarity’ 😉 ) Cultural inclusion & collaboration is a critical behavior in a diverse and multicultural business environment, actually boosting the quality and impact of team deliveries. All cultural nuances add to success. Together they are strong. 2. The company you are working for was grown and made successful by Swiss people The typical Swiss-based multinational (esp. in pharma) is among the top 10 global players. So, the Swiss style of the Swiss people who made the Swiss company big … obviously seems to have worked pretty well, wouldn’t you agree?! Or why did you decide to work for this company? Because of a low performance, weak market share and a bad reputation? Evidently, the Swiss way of growing business has been a success factor. Something worth to be acknowledged. 3. Swiss are more reserved and less good with promoting their successes … especially compared to people with other cultural backgrounds. So, the reason why the power of Swissness might not be evident every day could be that it happens more silent and in the background. This might not be exclusive to Swiss nature. And yes, poor self-promotion can be a big mistake in multinational business environments (which is a different topic). But it is important to be considered. 4. The proof of the prejudice fails A very simple counter proof. Honestly: did a reduction of the number Swiss people working in your Swiss-based company considerably increase speed and performance? You see! I am not aware of any example where the reduction of Swissness would factually have increased speed and performance. Myth and reality. 5. Swiss are not slow, they are involving and lasting Switzerland is known as one of the most stable and safe countries worldwide. The quality of its democracy is rated among the top 5. Swiss people are among the top 10 most happy citizens in the world. So, does this sound like an ineffective or toxic culture? And what is the Swiss secret sauce? To better understand Swiss business behavior, your need to understand the Swiss DNA. Switzerland is actually a culturally quite diverse and rich country. Each region has its own cultural heritage, history, and language. It is a bit of having 3-4 countries into one. So, the whole Swiss society and political system are based on finding common ground, collaboration, compromises, and bringing together a diversity of perspectives. Decisions are driven by having many people and views being included and aligned, aiming to reach broad acceptance. Swiss think and live the “we, together”. As a consequence, decision processes take longer, yes. Changes take longer, yes. But … the outcomes are solid and reliable, broadly accepted and aligned, lasting and sustainable, and investments into unnecessary changes are avoided. One certainly can take different opinions on that, and the approach without any doubt also has its downsides. But on the other hand, outcomes cannot be ignored. Just a few facts & figures … 6. The Swiss way is a way to economic success Switzerland is proven being … So, again, the Swiss way obviously and evidently seems to work pretty well. I find it actually more and more attractive and promising. So, I still boldly say as a non-Swiss: Dare to go for more Swissness in business. And work closer with Swiss colleagues. You cannot loose. Just benefit from and enjoy the power of Swiss business…

Medical Affairs Professional Society webinar on Patient Experience Management (PXM) and Digital Patient Engagement Strategy.

Since late 2022, I am leading the Roche Pharma corporate Voice-of-the-customer (VoC, customer feedback) Program. During the past ~2 years, I have been designing, setting-up and deploying VoC @Roche Pharma. As part of that I have set-up a lean and high performing cross-functional matrix team driving the effort. The program’s set-up includes … Since the MVP had been activated in summer 2023, we see an increasing number of VoC success stories across the organization, showing real-life proof of business impact and value. CLIENT:Roche Pharma Global Product Strategy(as a Roche employee)PROJECT TIME FRAME: September 2022 –…

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 the Council meeting agenda as an AI-generated podcast … Read more about the CX Council at CX Inspiration Hub … Read more about the story behind the fake podcast…

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