“How to find the right digital channels to deliver exceptional customer journeys?”

Digital Events

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.…

“The AI mantra for customer service in 2025”, a CX Network fireside chat

Business Events

Companies need a shift in mindset from treating customer service as a problem-solving function and a cost center, to viewing it as a shared value creation function. Engaging customers at every step of their journey – from learning and purchase to usage and repurchase – is a top priority and the service suite plays a key role. In a CX Network fireside chat with Joseph Vassie, Head of Insights and Analytics at ASOS and Alan Gibson, Service Specialist for Sprinklr we discussed together why this is demanding a pro-active vs reactive approach to customer experience, what is preventing us from achieving the same, and how AI can help to achieve best-in-class CX. You can watch on demand on the CX Network…

Collective CX Exec Coaching on enterprise level

Achievements Business Events Leadership Pharma

When I joined the new enterprise-level position as a Strategic Lead for Digital Customer Experiences at Roche Pharma in early 2022, I firstly did an in-depth analysis of the internal landscape of customer experience (CX) tools, methodologies and initiatives in place. And what I found was a colorful bunch of innovative assets and committed individuals. But all more or less disconnected, and all one-man/woman armies. At the same time I had personally decided to change my own strategy to making Roche more customer experiences driven from preaching CX to executing CX. “From talking to walking”. To make it real in a world of fancy castles in the clouds. And I was interested in getting an external personal coaching by senior CX leaders from other industries who could help me finding the right path and being sparring partners. And then I realized the potential of pieces mutually reinforcing each other, and I decided to combine both activities. To use the opportunity to get a coaching by external CX executives (Exec #1) on CX execution (Exec #2) and invite other internal CX-related executive leaders (Exec #3) who I had identified during my internal analysis to join me and learn together. With the perspective to develop a better connected and true enterprise approach to CX for Roche Pharma. Together with colleagues across business functions, digital teams, support functions, HR and affiliates (who all self-committed and volunteered), we ran a Collective CX Exec Coaching provided by our external partner TribeCX for ~1 year (until a couple of people were impacted by a re-org). The learning path and joint growth in CX maturity was amazing to watch and participate in. Even provided the ideal outcome wasn’t achieved, learnings and connections continued to resonate and flourish in the company the months and years after. CLIENT:Roche Pharma(as a Roche employee)PROJECT TIME FRAME: July 2018 – February…