Medical Affairs Professional Society webinar on Patient Experience Management (PXM) and Digital Patient Engagement Strategy.

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.…

Panel discussing if investments into digital transformation are paying out at the 2023 Indegene Summit “Future Ready Healthcare”

Panel on Medical Omnichannel Engagement at the Indegene Digital Summit 2022

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…

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,…