Global Head Medical CX at Roche – The CV Tribune

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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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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Making a pharma company’s TA more patient centric

Christian Velten — Sat, 23 Oct 2021 12:42:00 +0000

In my role as Global Head of the Medical Customer Experience department at Roche Pharma (global) I have been co-initiating and co-sponsoring an initiative which aimed to make a Roche therapeutic area (“product line”) more patient-centric. Together with the TA’s medical director, the Global Head of Patient Partnership and smart colleagues across all functions involved [...]

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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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Roche internal patient community won Reuters Pharma Award Europe 2020

Christian Velten — Sat, 10 Oct 2020 08:40:00 +0000

I am proudly sharing that “CareRing“, the Roche internal community for employees who are patients or caregivers, has won the 2020 Reuters Pharma Awards Europe in the category ‘Most promising MVP/pilot’. The CareRing platform is homed in the Medical Customer Experience department I am heading. But I cannot claim too much contribution myself. I just [...]

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The Roche global portfolio of medical customer platforms has been optimized

Christian Velten — Tue, 11 Aug 2020 18:16:00 +0000

Together with my team, we effectively consolidated the Roche medical portfolio of platforms & tools supporting customer and patient engagement. The Digital Engagement team in the Medical Customer Experience department – which I have the honor to lead – is managing all digital platforms, touchpoints and tools which are directly or indirectly serving Roche customers [...]

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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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Innovation at Roche: Medical CX department implemented

Christian Velten — Sun, 29 Mar 2020 15:30:00 +0000

I joined Roche Pharma in Nov 2019 to build & develop the Medical Customer Experience department in the Global Medical Affairs organisation of the company. The Medical CX department is driven by the ambitions to … Based on truly amazing and excellent people, I have been able to develop a high performing, lean and value-chain-based [...]

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