Where to prioritize corporate AI implementation & investments? First improving operational efficiencies, or prioritizing AI use cases aligned with strategic business priorities?

Fireside chat at Dec 2025 AMCX monthly meeting on transforming customer interactions and relationships by digitizing the journey.

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