1. Listen

• What are your customers saying about you?

Top Tips:

• Start gaining insight to discover what matters to your customers; a simple survey is a good place to start.
• Encourage patients and customers to share positive & negative experiences online and offline.

Watch to learn more from:

• Marc Barlow
• Head of Global Strategic Marketing
• GE Healthcare
• Andrew Archibald
• Director of Customer Experience
• Travelodge
• Mark Sales
• Head of Global Brand & Customer Experience |
• Kantar Health
• Caroline McKinley
• Customer Experience Manager |
• Royal Bank of Scotland

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2. Relationships

• Who do you need to help?

Top Tips:

• Build a movement with colleagues who also see the value in CX.
• Collaborate outside of your organisation with other pharma companies to ideate and share CX successes.
• Make real partnerships with not-for-profits who help to educate, diagnose and support your patients.

Watch to learn more from:

• Jo Causon
• CEO
• Institute of Customer Service
• Rachel Jones
• Global Medical Affairs Manager
• AstraZeneca
• John Grumitt
• Vice President |
• International Diabetes Federation (IDF) NHS England Commissioning Board
• Marc Barlow
• Head of Global Strategic Marketing |
• GE Healthcare
• Tony Lewis
• Head of Member Marketing |
• The Caravan Club

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3. Measure

• What should you measure?
• Who should you benchmark against?

Top Tips:

• Measure and benchmark your performance against pharma companies as well as different industries such as retail.

Watch to learn more from:

• Jo Causon
• CEO
• Institute of Customer Service
• Andrew Archibald
• Director of Customer Experience
• Travelodge
• Rachel Jones
• Global Medical Affairs Manager |
• AstraZeneca

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4. Change

• What and how can you improve your service?

Top Tips:

• Co-create with customers, staff and patients to find solutions to the pain-points you discover
• Trust your people and give them the space to build grass roots CX innovations.

Watch to learn more from:

• Jo Causon
• CEO
• Institute of Customer Service
• Tony Lewis
• Head of Member Marketing
• The Caravan Club

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Claire Knapp
Senior Planner,
Havas Lynx

Rob Fuller
Strategy Director,
Havas Lynx

Ian Golding
Certified Customer Experience Professional and Customer Experience Specialist

Marc Barlow
Head of Global Strategic Marketing,
GE Healthcare

Mike Bellis
EU Customer Experience - Innovative Pharmaceutical Business,
Pfizer

Gabor Purman
Former Project Leader Customer Experience
GlaxoSmithKline

Alan How
Head of Devices & Digital Health
Commercial Excellence and Business
Merck Sernono

Leon de Gidle
Director of Operations
Baxter

Detlev Parow
Head of Department of Care Management Development
DAK Gesundheit

José Luis Sánchez Chorro
Member of the National Price Commission in the Health & Director of Pharmaceutical Reimbursement

Martin Bellingham
Head of Customer Insight
AXA

James Baker
Head of Insight
PruHealth, Vitality

Jo Causon
CEO,
Institute of Customer Service

Tony Lewis
Head of Member Marketing,
The Caravan Club

Caroline McKinley
Customer Experience Manager,
Royal Bank of Scotland

Andrew Hancock
Customer Services & Revenue Management
EDF Energy

Rod Willmott
CIO,
Liverpool Victoria

Andrew Archibald
Director of Customer Experience
Travelodge

John Grumitt
Vice President, International Diabetes Federations (IDF),
NHS England Commissioning Board

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