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…

After moving to an enterprise role as Strategic Lead Digital CX at Roche Pharma, my first effort had been to assess the internal readiness of the company for executing on state-of-the-art CX models and approaches. I provided an internal ‘Roche Pharma state of CX’ report which was revealing … The results of the assessment helped me to prioritize next steps and enabled me to take action on. One outcome had been that Voice-of-the-customer is absolutely foundational (how can provide better customer experiences without knowing costumers’ experiences) I took the opportunity to take the lead of the just-about-to-start corporate VoC Program. Another key learning had been that a much closer linking and alignment would be critical of teams and individuals contributing to the evolution of CX at Roche Pharma. So, I started a collective CX Exec Coaching, supported by previous senior CX leaders from other industries as external coaches. CLIENT:Roche Pharma Global Product Strategy(as a Roche employee)PROJECT TIME FRAME: February – May…

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…

In 2020, a highly talented CX Insights lead in the Roche Pharma Medical CX department (which I had the pleasure to lead), together with cross-functional colleagues, set-up and drove the first global customer feedback program at Roche Pharma. The initiative called ‘OneFeedback’ (leaned towards the ‘OneRoche’ vision wording) had been the forerunner of and was later fusing into the Roche Pharma corporate Voice-of-the-customer program. OneFeedback was initially focusing on key corporate customer touch-points in the web, which all were homed in the MedCX department at that time. Within the initiative the team was also closely collaborating with the Roche Technical Operations (PT) division, which was partially serving the same customers. And over time, a couple of trailblazing Roche affiliates joined to run local feedback pilots – also on email channel – which gave early real-life evidence of positive business impact. I am not overstating when saying that the OneFeedback initiative is one example of the trailblazing innovations initiated within the Medical CX department at that time, which continued to resonate in the organisation years after. It early allowed the organization to “play with” & learn how customer feedback could be smartly done by a pharmaceutical company. And it was paving the way for the larger-scale corporate VoC program which was initiated in mid-2022, and which I have the honor to lead since…

Presentation about providing commercial value proof of customer experience approaches.