#69 Does CUSTOMER EXPERIENCE make sense in the PHARMACEUTICAL industry? Przemysław Rudowski Fuzers
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Does Customer Experience make sense in the pharmaceutical industry? Today I will talk about it with Przemysław Rudowski. Przemysław works at Egis Polska as a Digital Brand Manager. We will talk about the specifics of the pharmaceutical industry and how Egis uses CX. I will ask Przemysław how he understands CX and what CX channels have already been added to customer service processes. I will also ask how Egis copes with serving different levels of customers and how the organizational culture in the company affects CX. You will hear what has already been developed and what the risks are. Przemysław will also tell you how he convinces the company's management and employees. If you are interested in the topic of Customer Experience in the pharmaceutical industry, I invite you to watch! In the meantime, let the voice of the customer be with you. Piotr Wojciechowski ____________________________________________________ ➡️ You can find Przemysław here: / przemyslaw-rudowski-51001381 ____________________________________________________ 🟩 Write to me: [email protected] 🟩 You can find me at: / piotrwojciechowski https://www.fuzers.com ____________________________________________________ ❗️The workshop that Przemek and I implemented together, and which we talk about in this episode, is the workshop on creating a customer path (#customerjourney). You can find more information about it at: https://fuzers.com/oferta/warsztat-cu... ____________________________________________________ Table of contents: 0:00 - Does Customer Experience make sense in the pharmaceutical industry? 1:40 - What is the specificity of the pharmaceutical industry? 4:00 - How does Egis use CX? 8:00 - How do you understand CX? 10:10 - What CX channels have already been added to customer service processes? 12:40 - How do you manage to serve different levels of customers? 18:50 - How does the organizational culture in a company affect CX? 21:20 - What has already been achieved? 21:50 - What are the risks? 26:05 - How do you convince the company's management and employees? #Fuzers #customerexperience #klientexperience
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