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…

Cross-functional matrix squad formed for the Roche Pharma corporate VoC program

Achievements Intelligence Leadership Pharma

Over the last few months, since I had accepted the lead for the corporate Voice-of-the-customer (VoC, customer feedback) Program, I built and grew a cross-functional matrix team (squad), jointly delivering on developing and implementing the program at Roche Pharma The high-performing VoC Program squad unites colleagues from … … where a lean core team delivers day-by-day. And subject matter experts are pulled in punctually, where specific expertise is required. The VoC Program squad at ‘Global’ is also supported and guided by a steering committee (“VoC Experts Council”) being composed of representatives by affiliates and regions. What have been key success key factors for such a complex squad effectively delivering together … CLIENT:Roche Pharma Global Product Strategy(as a Roche employee)PROJECT TIME FRAME: September 2022 –…

“How to Build an Omnichannel Customer Experience”

Digital Events

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…