Voice-of-the-customer (VoC) – The CV Tribune

Closing the loop @Reuters Pharma 2025 with the VoC taking-action model

Christian Velten — Wed, 26 Mar 2025 14:52:00 +0000

Dr. Christian Velten speaking at 2025 Reuters Pharma Barcelona conference about closing the feedback loop and taking action on customer feedback

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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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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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Back @Reuters Pharma 2024 with Roche VoC and real-life proof of commercial value

Christian Velten — Tue, 02 Apr 2024 19:41:00 +0000

Dr. Christian Velten speaking at 2024 Reuters Pharma Barcelona conference about VoC driving more and better business

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Speaking about Roche trailblazing Pharma VoC @2023 CXM for Life Science

Christian Velten — Tue, 15 Aug 2023 19:12:49 +0000

Dr. Christian Velten presenting how Roche uses Voice-of-the-customer (VoC) to learn from HCPs’ & patients' opinions.

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Speaking about VoC in Pharma @Reuters Pharma 2023

Christian Velten — Thu, 23 Feb 2023 20:03:00 +0000

Dr. Christian Velten speaking at 2023 Reuters Pharma Barcelona conference about Roche using VoC to learn from HCPs’ & patients' opinions.

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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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