Digital & Health - 01/2023 - Let's get started
J?rg Corsten
Playmaker for customer centricity in the pharmaceutical industry Senior Digital Transformation & Innovation Director at Roche AI Enthusiast | Congress Speaker | Mentor
The new year started on LinkedIn in the way it ended: daily requests to connect and “expand thee network” and to learn “something about your interesting industry” - at times I struggle between ?accept them all“ and ?no, I do not know you“ - how do you balance out these requests?
On the other hand: there is a ton of good things happening around me - my family is healthy, progressing with our team development and working on really good projects. One of those is all about getting a solid understanding of the ecosystem, that we offer to our customers - but not from our perspective, but from the perspective of our customers. Having an honest outside-in-view, data-led is often jaw-dropping.
Before we now start with the reading recommendations: I had the pleasure of participating with Dr. Christian Velten in a podcast by Nils Hafner , where we speak about Customer Experience and how we need to shape this across a whole ecosystem in the pharmaceutical industry - the Podcast is available in German.
So let us get started with some nice reading (and listening) recommendations:
Building ? performance teams that deliver true digital transformation. Formerly with Novartis, Wipro, TCS and start-ups.
1 年This is really insightful J?rg Corsten! You and Wolfgang Schleifer should run a Live together sometime! On the 5 AI tools that can be used, I was just counting the lines until I would read ChatGPT... amazing case study from adoption perspective, really.
Grapholution - your graphic solution
2 年Dell-e is a wonder! (i like it too, but impressed to see it in a professional advertising space)
Transformation with proven & innovative Information Technology for Evolution of Culture and Environment
2 年Excellent podcast to listen to - my key take-aways are: 1. Who is the customer? It's an ecosystem: patient, physician, and more! 2. Doctors are "gate-keepers" for patients who are in front of legislation 3. Concierge Model = Scientific & Commercial "Pull" instead of "Push" 4. Digital channels complement Medical Information Teams (sales force)
Founder and CEO of Cheemia & Cheemia ReSET - Passionate about accelerating the behavioural change required for successful omnichannel engagement with HCPs.
2 年Thanks J?rg Corsten for the recommendations, will try to make time to read / listen to them!
member of the data collective
2 年I have listened to the Podcast and I it was really interesting to see the challenges that you are facing on CX in Pharma.? I am used to ecommerce clients where convenience and a fulfilment is kind of key. To understand customers as an ecosystem was a new but very useful insight for me.?That, of course, brings complexity into the game but offers a lot of possibilities simultaneously Though it is a bigger challenge to determine which customer(-group) to address when and where and of course you have to be a lot more sensitive in regards of the customers situation, it seems that the CX challenges are quite the same: Customer-centricity, Data Silos, Personalisation. I would say CX on a higher level.? I really like how you and Christian think about the topic itself but also of your customers. Good luck with your project.?