Patient Experience (PX) – The CV Tribune

Webinar: Rethinking omnichannel in Medical Affairs

Christian Velten — Fri, 23 Oct 2026 13:55:08 +0000

Webinar on Rethinking Omnichannel in Medical Affairs: What works, what doesn’t, and what actually drives impact?

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Keynote speech at the 2026 Pharma CX Summit on ‘The Power of the Why’

admin — Wed, 30 Sep 2026 08:12:51 +0000

Keynote speech on "The Power of the Why in CX" by Christian Velten at the 2026 Pharma CX Summit

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Transforming customer interactions and relationships by digitizing the journey (AMCX Fireside Chat)

Christian Velten — Tue, 04 Nov 2025 10:30:42 +0000

Fireside chat at Dec 2025 AMCX monthly meeting on transforming customer interactions and relationships by digitizing the journey.

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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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Patient Experience Management (PXM) & the Evolution of Digital Patient Engagement (Webinar)

Christian Velten — Fri, 31 Jan 2025 11:33:32 +0000

Medical Affairs Professional Society webinar on Patient Experience Management (PXM) and Digital Patient Engagement Strategy.

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From “patients” to “customers” and why it matters

Christian Velten — Tue, 05 Apr 2022 19:02:00 +0000

Those who know me a bit longer know me for being a big advocate for seeing patients as customers (of healthcare providers, pharma included). This can be perceived as a quite provocative statement. But I think, I have some quite good arguments at hand. A big thank you goes to Mark Doyle by “A life [...]

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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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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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