“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…