“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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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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Customer Service – The CV Tribune

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

Medical CX driving Customer Services Evolution across Roche Pharma