Strategic Lead CX at Roche – 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 [...]

Source

CX Council hosted at Roche

Christian Velten — Fri, 11 Oct 2024 13:47:37 +0000

This week, I had the pleasure to host the biannual meeting of the cross-industries CX Council (European chapter) at Roche HQ in Basel. The CX Council is a “safe space” where CX leaders across industries share and discuss their best practices and challenges. It is a “safe space” for open discussion by having one representative [...]

Source

“How to find the right digital channels to deliver exceptional customer journeys?”

Christian Velten — Thu, 07 Mar 2024 19:07:00 +0000

Today, I had the great pleasure to discuss with Olivier Mourrieras how customer journeys reveal no only moments-that-matter but also channels-that-matter. I have been a guest at a ‘CX Huddle’, a format run by TribeCX for their CX Learning Community. To spark the discussion I started to provide insights into the pharma business model and [...]

Source

Collective CX Exec Coaching on enterprise level

Christian Velten — Fri, 15 Sep 2023 19:51:00 +0000

When I joined the new enterprise-level position as a Strategic Lead for Digital Customer Experiences at Roche Pharma in early 2022, I firstly did an in-depth analysis of the internal landscape of customer experience (CX) tools, methodologies and initiatives in place. And what I found was a colorful bunch of innovative assets and committed individuals. [...]

Source

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 [...]

Source

Assessment of Roche Pharma CX Ecosystem and Gap Analysis

Christian Velten — Fri, 27 May 2022 12:54:00 +0000

After moving to an enterprise role as Strategic Lead Digital CX at Roche Pharma, my first effort had been to assess the internal readiness of the company for executing on state-of-the-art CX models and approaches. I provided an internal ‘Roche Pharma state of CX’ report which was revealing … The results of the assessment helped [...]

Source

Introducing CX at a digital product launch

Christian Velten — Sat, 22 Jan 2022 14:35:00 +0000

In 2022 I had the great pleasure being a member of a cross-functional “digital squad” which was defining and executing on a digital launch strategy for a new pharmaceutical treatment launched by Roche in the EU. We saw an exceptional opportunity using the product launch as a sweet spot for early introducing CX methodology to [...]

Source