Key Points:
- Going Omnichannel in Pharma – overcoming barriers and embracing continuous change
- The four aspects of Call Center Excellence
- Making CX Management happen: recipe for success based on real-life experience
- How Design Thinking can be leveraged to address customer needs in a highly effective and efficient way
- How Novo Nordisk is focusing on Content Excellence to enable data-driven insights for an enhanced CX
- How to build a customer-centric organization
- Increasing conversion rate through a targeted conversational CX methodology
- How can pharma unlock Omnichannel transformation by overcoming industry specific obstacles
- Content Taxonomy and Tagging as the foundational element to enable Content Insights
- Customer development research as a source of insights for CX