CX Council hosted at Roche

Business Events Leadership

This week, I had the pleasure to host the biannual meeting of the cross-industries CX Council (European chapter) at Roche HQ in Basel. The CX Council is a “safe space” where CX leaders across industries share and discuss their best practices and challenges. It is a “safe space” for open discussion by having one representative by industry only and following the Chatham House Rule. Roche colleagues presented and discussed Roche Pharma’s approaches to Omnichannel and Segmentation, both receiving a lot of acknowledgement. Council members judged the quality and set-up of the Roche advancements as being highly advanced and mature. Hear the Council meeting agenda as an AI-generated podcast … Read more about the CX Council at CX Inspiration Hub … Read more about the story behind the fake podcast…

“How to find the right digital channels to deliver exceptional customer journeys?”

Digital Events

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.…