I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe in the category ‘Most promising MVP/pilot’. The CareRing platform is homed in the Medical Customer Experience department I am heading. But I cannot claim too much contribution myself. I just gave CareRing a home at times of uncertainties, and acted as an internal sponsor. My sincere congratulations are going to a truly cross-enterprise team of enthusiasts and passionate individuals who are jointly leading and driving and who were doing a lot of things very right. CLIENT:Roche Pharma(as a Roche employee)PROJECT TIME FRAME: Jan 2020< READ MORE…

Together with my team, we effectively consolidated the Roche medical portfolio of platforms & tools supporting customer and patient engagement. The Digital Engagement team in the Medical Customer Experience department – which I have the honor to lead – is managing all digital platforms, touchpoints and tools which are directly or indirectly serving Roche customers and patients. Examples are the Roche medical information portal, the ForPatients platform on clinical trials participation, and Medically, a non-promotional resource for healthcare professionals to exchange scientific information & developments. But also Roche-internal tools like an internal one-stop-shop for all information on Roche products, a medical insights access point, and our publication management platform. We finally achieved to make the overall portfolio more lean by reducing from 26 to 19 assets and trimming down (reducing maintenance efforts) further 5. As a result, the portfolio is not only easier to manage and saving expenses. This “straightening up” also allows the team to invest resources more efficiently and and more focused on future innovation. CLIENT:Roche Pharma PDMA (Global Medical Affairs)(as a Roche employee)PROJECT TIME FRAME: November 2019 – December…

“Empowering and equipping Europeans with health informationfor active personal health management and adherence to treatment” Gravitate Health (“A digital health information journey”) is an EU initiative aiming to equip and empower EU citizens with digital information tools that make them confident, active, and responsive in their patient journey and encourage safe use of medicines for better health and quality of life. To achieve this, the Gravitate Lens (G-lens®), which focuses on approved electronic product information (ePI) content, and offers a direction for patients to access trustworthy, up-to-date information that better meets their individual needs. Gravitate Health is set-up as a public-private-partnership with 45 members from Europe and the US, co-led by University of Oslo (coordinator) and Pfizer (industry lead), funded by the Innovative Medicines Initiative (IMI). It is a joint undertaking of the European Commission, the European Federation of Pharmaceutical Industries and Associations (EFPIA). Roche’s involvement in this EU cross-industry initiative was served by a member of the Medical CX department. More on Gravitate Health on the European Patients Forum website…

One of the first things which happened after I had started heading the Medical Customer Experience department at Roche Pharma (global) … was COVID-19. Almost overnight, we all had been pushed into the world of virtual teamwork and collaboration. And all our sales reps and medical liaison in the field had been pushed from visiting customers at their places to … well, yes, actually being mostly disconnected. Vice versa, customers and patients were also substantially disconnected from us. As a reaction to this situation, my team and I went into the lead with ad-hoc initiating and setting-up a corporate ‘COVID-19 Situation Room’ in March 2020, shortly after the first lock-down had been declared. With the objective to cross-functionally & cross-departmentally align activities around how we can better serve the questions and information needs of our customers and patients in the COVID-19 crisis situation. The Situation Room had been closely linked to the COVID-19 Task Force as well as other related activities across Roche. Over time, business moved into a new normal, there was less and less need for a crisis management format. As a consequence, the situation room was closed EO June 2020, and what we had learned was transferred into day-to-day business. The Roche Pharma ‘COVID-19 Situation Room’ had been a true best practice example of short-term and highly effective cross-functional collaboration with regards to crisis management. Kudos go to a bunch of smart and highly committed people who jointly contributed and made it…

What can be better and give you more energy than combining two passions? In my case, this happened while working on the “CX Inspiration Hub”, which brought together my professional passion for customer experience (CX) and my personal enjoyment of creating digital media. It is also about giving something back. On my personal journey to mastering CX, I benefited greatly from colleagues from my own industry as well as other industries who shared their experiences and learnings, real-life examples that demonstrated proof of concepts, and inspirational ideas and quotes. With the CX Inspiration Hub, I would like to give back at least some of the positive collegiality I experienced to the CX community. And also share my own learnings. Due to my background, you might find some bias towards pharma CX implementation. Actually, the CX Inspiration Hub has been inspired by an internal CX Real-life Use Cases site at Roche Pharma, created by my amazing Medical CX team earlier this year, to inspire the organization with the art of the…

I joined Roche Pharma in Nov 2019 to build & develop the Medical Customer Experience department in the Global Medical Affairs organisation of the company. The Medical CX department is driven by the ambitions to … Based on truly amazing and excellent people, I have been able to develop a high performing, lean and value-chain-based team of Digital Engagement Leads, CX Leads, CX Insights Leads and Strategic CRM Leads. We jointly deliver on … CLIENT:Roche Pharma PDMA (Global Medical Affairs)(as a Roche employee)PROJECT TIME FRAME: November 2019 – January…