Commercial – The CV Tribune

Strategic impact vs operational efficiency … where to start with AI?

Christian Velten — Mon, 22 Dec 2025 14:03:30 +0000

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

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The ignored AI challenge for pharma and healthcare industries

Christian Velten — Mon, 11 Aug 2025 09:09:27 +0000

AI is increasingly competing with pharma and healthcare industries on information and knowlegde about their products. This should not be ignored anymore.

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Closing the loop @Reuters Pharma 2025 with the VoC taking-action model

Christian Velten — Wed, 26 Mar 2025 14:52:00 +0000

Dr. Christian Velten speaking at 2025 Reuters Pharma Barcelona conference about closing the feedback loop and taking action on customer feedback

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Patients’ VoC @17th Annual Patient Affairs Summit in Berlin

Christian Velten — Sat, 15 Feb 2025 10:25:57 +0000

Presentation on "Patients' VoC - measuring Patient Experience & taking action on it" at the 17th Annual Patient Affairs Summit in Berlin Germany

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Voice-of-the-customer program successfully deployed

Christian Velten — Thu, 07 Nov 2024 18:18:00 +0000

Since late 2022, I am leading the Roche Pharma corporate Voice-of-the-customer (VoC, customer feedback) Program. During the past ~2 years, I have been designing, setting-up and deploying VoC @Roche Pharma. As part of that I have set-up a lean and high performing cross-functional matrix team driving the effort. The program’s set-up includes … Since the [...]

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Providing proof of CX commercial value @2024 CXM for Life Science

Christian Velten — Mon, 03 Jun 2024 22:39:00 +0000

Presentation about providing commercial value proof of customer experience approaches.

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Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value

Christian Velten — Tue, 02 Apr 2024 19:41:00 +0000

Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business

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

Christian Velten — Thu, 07 Mar 2024 19:07:00 +0000

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 [...]

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Using Metrics to Communicate Commercial Value of CX @2024 Annual CX Conference

Christian Velten — Mon, 26 Feb 2024 19:51:00 +0000

Presentation on Maximise Measurement Tools & Metrics To Communicate The Commercial Value Of CX & Prove The Strategic Impact By Demonstrably Improving ROI at 2024 9th Annual CX Conference

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“The AI mantra for customer service in 2025”, a CX Network fireside chat

Christian Velten — Sat, 18 Nov 2023 18:46:00 +0000

Companies need a shift in mindset from treating customer service as a problem-solving function and a cost center, to viewing it as a shared value creation function. Engaging customers at every step of their journey – from learning and purchase to usage and repurchase – is a top priority and the service suite plays a [...]

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