Customer feedback – The CV Tribune

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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Cross-functional matrix squad formed for the Roche Pharma corporate VoC program

Christian Velten — Wed, 01 Feb 2023 08:31:00 +0000

Over the last few months, since I had accepted the lead for the corporate Voice-of-the-customer (VoC, customer feedback) Program, I built and grew a cross-functional matrix team (squad), jointly delivering on developing and implementing the program at Roche Pharma The high-performing VoC Program squad unites colleagues from … … where a lean core team delivers [...]

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Medical CX paving the way for customer feedback at Roche Pharma

Christian Velten — Sun, 16 Jan 2022 11:53:00 +0000

In 2020, a highly talented CX Insights lead in the Roche Pharma Medical CX department (which I had the pleasure to lead), together with cross-functional colleagues, set-up and drove the first global customer feedback program at Roche Pharma. The initiative called ‘OneFeedback‘ (leaned towards the ‘OneRoche’ vision wording) had been the forerunner of and was [...]

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