Content management – The CV Tribune

Customer Driven Content Authoring … increasing significance of and trust in corporate answers to medical inquiries

Christian Velten — Sat, 04 Dec 2021 11:08:00 +0000

In 2021, members of my team of the Roche Pharma Medical CX department together with the Roche Pharma Global Medical Information team were driving an truly exciting initiative on innovating how Roche answers to medical information inquiries. The initiative called ‘Customer Driven Content Authoring‘ (CDCA) was based on a systematic co-design approach with Roche customers, [...]

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Meet me @CX Management for Life Science virtual conference

Christian Velten — Fri, 12 Nov 2021 18:24:00 +0000

Dr. Christian Velten presenting how Roche uses Voice-of-the-customer (VoC) to learn from HCPs’ & patients' opinions.

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Medical CX driving Customer Services Evolution across Roche Pharma

Christian Velten — Sat, 07 Aug 2021 10:55:00 +0000

Between 2019 and 2022, members of the Medical CX department (which I had the honor to lead) drove the evolution of (medical) customer services provided by Roche Pharma. We were supporting Digital Health, Personalized Healthcare and FMI divisions of the company with expertise about and implementation of customer services around their products, Typically being program-embedded [...]

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Providing Roche with a Digital Content Best Practices Framework

Christian Velten — Sat, 27 Mar 2021 10:48:00 +0000

The Medical Customer Experience department I had the pleasure to head at Roche Pharma (global), embraced the full value chain of digital customer touchpoints, medical content processes, internal customer engagement supporting platforms/tools, CX insights, and CX execution. As part of the overall ambition to provide customers and patients with better experiences with Roche, the Digital [...]

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Supporting the EU Gravitate Health initiative

Christian Velten — Sun, 09 Aug 2020 11:12:00 +0000

“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 [...]

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Running a ‘COVID-19 Situation Room’ at Roche Pharma

Christian Velten — Sat, 18 Jul 2020 12:50:00 +0000

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 [...]

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Moving online

Christian Velten — Tue, 03 May 2011 17:50:00 +0000

Please forgive a best-ager this melancholic flashback. But one of the most inspiring projects during my career was the successful migration of a business publication from print to online around the turn of the millennium. “Inside-Lifescience” was a multi-channel online-magazine covering latest news and trends in life science, pharma and biotechnology. But let’s start with [...]

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