Welcome to the next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

Joining Neil Sharp in this episode is Ian Golding, Global Customer Experience Specialist and CEO and Founder of Customer Experience Consultancy Ltd. Driven by his passion for CX, Ian has dedicated his career to transforming CX in the corporate world – and has also worked to build and promote the CCXP qualification. 

During this interview, Ian shares his views on how and where CX needs to develop - and gives his perspective on the upcoming CX trends that you need to be planning for.

Neil and Ian’s conversation covers some insightful and relevant CX topics including:

-  The science of customer experience – how you can turn theory into driving actionable change

-  How the pandemic has exposed different industries’ ability to adapt (or not!) their customer experience model

-  Why your customer experience shouldn’t sit in isolation and how to give others the ability to get involved

-  The importance of gaining traction for customer experience for it to be taken seriously at board level

If you’re a CX professional looking to transform your business, improve the experience your customers receive, and ultimately grow your bottom line, this episode is a must-listen.

Rise Of The Customer - S1E7 - Ian Golding - Customer Experience Consultancy Ltd.

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. 

In this episode, we’re joined by Stuart Tragheim, Chief Executive Officer at Holloway Friendly, a leading income protection mutual society. During Stuart’s 35-year career in the financial services market he’s held roles in strategy, leadership and business development across a variety of organisations – taking invaluable lessons from each. 

During his conversation with Neil Sharp, Stuart shares his honest thoughts on the life protection industry, and discusses how the culture of clarity and purpose at Holloway guides the behaviours of his team to deliver great customer outcomes.

He explores many hot topics including:

- How to help your customers understand the need for income protection and how to lift the subject so it becomes interesting and engaging.

- How to put the customer at the heart of everything you do by creating a supportive culture.
 
- How you can develop a community that genuinely meets the needs of your customers. 

- What the future of mutuality in the UK market looks like.

If you’re a CX professional looking to optimise your company’s customer experience, this episode will be very valuable.

Rise Of The Customer - S1E8 - Stuart Tragheim - Holloway Friendly

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. 

Joining Neil Sharp in this episode is Dirk Otto, Head of Marketing at Boehringer Ingelheim Espana, the Spanish affiliate of Germany's biggest prescription drug company. Dirk has worked in the pharmaceutical industry for over 20 years and brings with him a range of fascinating insights into the challenges pharma companies across the globe are currently facing. 

Dirk explores how the role of the customer experience management plays an ever-increasing part in success, as well as other key topics including:

• What marketing means in a life science company

• How big pharma industry trends can affect your approach to customer experience

• What value-based health care means for your patients

• The impact digital is having on the way you serve your customers

Whether you’re working within the life science sector or another industry,  there’s plenty of inspiration to draw from this insightful episode to optimise your company’s customer experience.

Rise Of The Customer - S1E9 - Dirk Otto - Boehringer Ingelheim Espana

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

In this episode, we’re joined by Lucian Camp, a brand and marketing specialist whose long and distinguished career has involved several of the finest agencies in the UK. Lucian, who describes himself as the ‘Entire Workforce’ at his one-man-band business - Lucian Camp, Consulting brings with him a range of expertise in brand marketing and communications, particularly within the financial services sector. 

During his conversation with Neil Sharp, Lucian delves into:

- What a successful brand looks like when it comes to CX

- How to create differentiation through your brand personality

- Why it’s important to immerse your brand into every level of your business  

- And how you can infuse your brand into your customer experience 

If you’re looking to fully unite your organisation’s brand with your customer experience, then this episode will give you lots of food for thought.

Rise Of The Customer - S1E11 - Lucian Camp - Lucian Camp, Consulting

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. 

In this episode we’re joined by Claire Sporton, Head of Consulting and Customer Success at OCX Cognition and Founder of Sporton Consulting Ltd. With a background in psychology and systemic management, Claire has over 20 years’ experience both as a consultant and a practitioner, helping organisations bring together customer,  employee, and partner perspectives and marrying them with financial, operational, and behavioural data to create insight and positive change. 

During her conversation with Neil Sharp, Claire takes a look at how leading organisations can get to the bottom of what their customers are thinking and feeling, and addresses questions such as;

- How you can use technologies such as Artificial Intelligence to make sense of “Customer Exhaust”

- Why ‘true empowerment’ on the front line often proves elusive

- Whether there’s still a place for customer surveys and measures such as customer effort, NPS or customer satisfaction

If you want to take a step back and really challenge yourself to consider whether you are really getting the best from your customer Insight or if you are considering new technologies to help drive continuous improvement, this is the episode for you.

Rise Of The Customer - S1E12 - Claire Sporton - Sporton Consulting Ltd

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. 

In this episode we’re joined by Garry Gormley, Founder and Owner of FAB Solutions, to explore the often-misunderstood world of sales. Garry spends his days helping organisations be more commercially successful through effective sales, with a particular focus on the customer experience. 

The word sales has a whole host of connotations, but what really goes on behind the scenes? Is the sales process really just a way of making money, or are there conscious efforts made to consider the customer experience at each stage of the journey? 

During his conversation with Neil Sharp, Garry covers: 

- How to prepare for and deliver great sales by using the POD POSER sales process.

- The psychology of sales; are you born with the innate ability to sell? Or can successful selling can be trained? 

- How your customer’s experience of sales varies in different settings, whether it’s: B2B, B2C, face-to-face or digitally.

If you want to develop a more effective approach to selling that creates a positive customer experience, or if you find the idea of stepping into a sales situation scary, this is the episode for you.

Rise Of The Customer - S1E13 - Garry Gormley - FAB Solutions

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

In this episode, we’re joined by Rachel Chapman, Marketing Consultant at RBC Future Focus and agile marketing expert. Rachel has held a variety of different customer experience and marketing roles in her time, with her biggest claim to fame being the memorable ‘Bank of Ant and Dec’ campaign at Santander.

During her conversation with Neil Sharp, Rachel delves into:

- What agile marketing is and what it means in practice 

- How customer insight has evolved 

- What links marketing and customer experience

- And, how data can drive insight and improve your business 

If you want to hear from a true expert on how successful companies have implemented agile marketing to improve their customer experience, then this episode is a must-listen.

Rise Of The Customer - S1E14  - Rachel Chapman - RBC Future Focus

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

In this episode, Neil Sharp is joined by Sibéal Pounder, author of the bestselling Witch Wars and Bad Mermaids children’s book series. This podcast aims to explore all aspects of customer experience across many different sectors, taking inspiration and lessons from each – and this episode definitely fits the bill. 

Neil and Sibéal explore how some of the basic skills and techniques that we use within CX management are actually used within the world of publishing, selling and creating children’s books.

During this thought-provoking episode they delve into:

➡️ The creative process and getting to know your customers

➡️ How to align with your customer’s lifecycle changes

➡️ The role of social media in interacting with your audience

Regardless of what industry you’re in, if you’re involved in the development of your customer experience, you’re bound to gain some inspiration from this episode.

Rise Of The Customer - S1E18 - Sibéal Pounder - Children's Author

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

In this episode, we’re joined by Navjot Kaur Kalra, Assistant Director of Digital Transformation in the National Value in Health Programme in NHS Wales. Navjot also leads the Value-Based Health Care Programme in Swansea Bay University Health Board, a large integrated health care organisation within NHS Wales.

PEN are very proud to have a relationship with the Life Science Hub Wales in which we help to secure strategic partnerships with global Life Sciences companies. These partnerships are designed to pioneer new and collaborative ways of working that address significant healthcare challenges to improve sustainability for all parties.

Through this work we meet many interesting stakeholders who are involved in the design and implementation of new care models. Navjot is one such person, who through her experience has some fascinating viewpoints and ideas for how Healthcare and Life Science organisations can work together to improve the experience and outcomes that patients want.

During her conversation with Neil, Navjot delves into many pertinent topics including:

➡️ The importance of value-based healthcare and what it really means

➡️ How to eliminate inefficiencies in healthcare delivery

➡️ How to integrate resources to deliver both experiences and outcomes that patients want

If you’re a pharma leader wanting to be at the forefront of industry changes, this episode is a must.

Rise Of The Customer - S1E19 - Navjot Kaur Kalra - NHS Wales

Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.  

In this episode, we take a deep dive into Wealth Management, one of the core sectors we work with, and explore the challenges that lay ahead for the industry. Neil is joined by Mary Wong and Leo Chancellor, both Associate Partners at PEN, who each bring with them a breadth of knowledge and insight from the sector, along with plenty of practical and real-life examples of best practice. 

It’s a fun and interesting episode that explores some key topics including:

➡️ The cultural shifts needed to ensure long term success

➡️ How to leverage digital technologies and social 

➡️ The importance of quality customer data

➡️ Changing customer expectations and how to engage with customers in the right way 

If you’re in the Wealth Management space and are keen to be part of driving the industry forward to meet the changing needs of your customers, this episode is a must-listen. 

And to find out more about the Future of Wealth Management, head to our website and download the whitepaper now.

Rise Of The Customer - S1E21 - Mary Wong and Leo Chancellor - Associate Partners - PEN Partnership

Special Edition: The Life Sciences and Healthcare sectors are transforming faster than ever, and there is no-one more central to that transformation than their ultimate customers: patients.

This is a special episode brought to you by Shrinivas Anikhindi, author of our Life Sciences editorial Second Opinion, who has taken a deeper look into this transformation with the help of expert guests Paul Simms and Dr. Diane Bell about their experience with this transformation and their advice on how to get it right. 

Clips included in this podcast for the purpose of commentary fall under Fair Use policies. Fair dealing for criticism, review or quotation is allowed for any type of copyright work. Clips: King’s Fund, University of Exeter, Harvard Business School.

A Second Opinion Documentary: Is integrated care the cure for ailing health systems?

Welcome back to Second Opinion, where this month we’re taking on one of the biggest buzzwords in business: data.

Take 100 leaders from every major industry in the economy and ask what they believe will be the biggest trend in the next decade, and almost all of them will say ‘data’ or ‘AI’. In fact if any of them don’t, we at Second Opinion would consider eating our shoes.

Certainly in the pharma world, data is set to be a crucial catalyst for commercial operations for the next five years. Keep reading to understand why it’s so important in this part of the value chain, and also how to move past the hype cloud to concrete next steps.

Second Opinion: A new age of decision making in pharma

Welcome back to Second Opinion. In this edition, we’ll be taking the first of what will be many hard looks at inequity within healthcare and the life sciences industry.

The last ten years have borne a long-awaited recognition that our societies are plagued by historical biases in almost every system from education to urban planning – and unfortunately healthcare is no exception.

We’ve discussed elements of this in the past, most notably in the concept of Social Determinants of Health, but it’s become increasingly clear that this needs to be explored in far greater detail and shared within our industry. As such, our goal is to start a discussion about what inequities exist, where we can tackle them, and how we can start today.

To kick this off, and to align with International Women’s Day, we’re going to explore the role that gender biases play in the healthcare and life sciences industries.

Furthermore, next month we’re set to release an in-depth documentary, featuring interviews with experts from across the industry working tirelessly to support equity in care innovation and delivery for women.

Second Opinion: Are women being left behind by our healthcare systems?

Welcome to the second episode in this new season of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

In this episode, Neil Sharp brings you something a little different. Shining a spotlight on the importance of culture in driving customer centricity, this compilation pulls together fascinating snippets from some of the fantastic guests from our first series.

It would be an understatement to say that Culture drives CX. In our work, day in and day out we see examples, good and bad, of how the culture of organisations impact the way people in that organisation behave and the subsequent impact on customer experience.

Clients often ask us what the secret is to creating a truly customer centric culture. Having a clear and well communicated set of values or ‘ethos’ is pivotal to ensuring your team at least start from a position of clarity of what is expected of them.

The guests on this episode share their wealth of experience in creating and nurturing powerful cultures which in turn create positive and memorable employee and customer experiences. 

In this episode you'll hear from:

Tom Baigrie, Chairman of LifeSearch
Paul Barber, Chief Executive and Deputy Chairman of Brighton & Hove Albion FC
Stuart Tragheim, CEO of Holloway Friendly
Sam Seaton, CEO of Moneyhub Enterprise
Teddy Nyahasha, Chief Executive of One Family
Katy Howell, CEO at Immediate Future
Oke Eleazu, COO of Many Pets (previously BoughtbyMany)

If you’re looking to embed a customer centric culture across your organisation, this episode is one not to miss.

Rise Of The Customer - S2E2 - How Culture Influences CX: Insights from Season One

Welcome back to Second Opinion. In this month’s issue, we’re tackling one of the biggest paradoxes in our industry – the timescales of change.
Change is constant in the Life Sciences industry. We have to get used to dealing with extremely short and long timescales at the same time, fielding decade-long development pathways while constantly evolving our patient engagement techniques. Throw in persistent key trends like technology, patient expectations and global backdrops, and organisations will inevitably double down on their people and processes.
Any transformation that aims to be effective will need to deliver change at every step. Organisations may see opportunities to make changes from the top down, but they often don’t take the time to test the changes on the ground to see how they will work. 
We’re going to explore how you can overcome these barriers to get you on the path to success. To kick things off, we’ll talk about change as a whole, why it can be so scary, and what we should be thinking about when executing transformation.

Second Opinion: Taking a Shared Approach to Transformation in Pharma

Welcome back to Second Opinion. Welcome back to Second Opinion. In this month’s podcast, we’re going to talk about digital, from the contradictions at the heart of pharma organisations through to a case study about how to get it right, from someone who’s been there and done that.
To talk about pharma’s digital revolution in one newsletter is a bit like trying to capture all of Paris in one photograph: doable but thoroughly disrespectful. So instead, we’re continuing last month’s focus on transformation – why organisations should seek to transform to be more digitally mature, and how to do it.
In this month’s edition, our new writer, Carol Cao, discusses Why technology is not the only critical factor in a digital transformation program. This is a case study from one of the top5 global pharma organisations that embarked on a digital change program in the UK, and Carol has pulled together some of the key learnings from that project.

Second Opinion: The Big Lies We Believe About Digital

Welcome to the fourth episode in our latest season of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. 

In this episode, Neil Sharp continues to take a deep dive into customer experience through the eyes of different guests who've got a particular perspective on customer experience in their work. Today we hear from Remeny Armitage, a hugely experienced client retention consultant and Founder of Brilliant and Human. With over 20 years’ experience developing successful business relationships with client retention and care at the heart of it all, our guest has a wealth of advice to share.

Remeny and Neil explore the importance of humanising service delivery to create a connection and positive perception of your brand. They delve into how to build better relationships between your business and your clients and the various facets of CX management. 
Remeny brings a refreshing simplicity and clarity to what has often become an overly complicated view of how you develop culture and how you strengthen relationships. 

If you’re looking to embed a human-centric culture across your organisation, this episode is a must.

Rise Of The Customer - S2E4 - Remeny Armitage - Founder of Brilliant & Human

Market Access. The famed gatekeeper of the pharma world, a subject of greatly understood importance, and an equal amount of mystery. 

By now most of us within this industry have learned to be able to speak at length about market access and the role it plays in the therapy and business areas we operate in, but there is still a degree to which market access remains the shrouded big sister to other pharma operations, a figure we are confident in but don’t always know enough about.

Second Opinion: We Don't Know Enough About Market Access

Welcome to the fifth episode of our latest season of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. 

In this episode, Neil Sharp is joined by the incredibly inspiring, multi-award-winning Founder and Managing Director of Copy House, Kathryn Strachan.

Having built Copy House into a hugely successful B2B marketing agency specialising in technology and FinTech marketing, Kathryn is well placed to share her insights on the importance of good copy, through the lens of the PEN customer experience framework.
The insightful discussion uncovers how copywriting plays a vital role in customer experience, often as the unsung hero. Particularly in today’s fast-paced digital landscape, good copy is often the sole determinant of whether your customer reads on and engages with your company, or simply hits the back button and looks elsewhere. 
Exploring everything from how you anchor the words customers see in your strategy and your brand, measuring the success of what you write, you’ll come away from this episode with lots of practical and instantly-implementable ideas.

Rise Of The Customer - S2E5 - Kathryn Strachan - Founder and Managing Director of Copy House

Welcome to the first ever episode of the Cloudy Business Podcast series with Roshni Daswani. 
More and more of our clients are asking whether they should move to the Cloud, and if so, where do they even start with this process? Is their organisation ready? Does their team have the skillset required to drive this? And more importantly, who can help them succeed in their journey to the Cloud?
That’s how the Cloudy Business Podcast was born.
Each episode we’ll be answering your most pressing questions about Cloud migration by hearing from top experts in the field. 
In this first episode Roshni is joined by enterprise cloud strategist and associate at Atos, Jeremy Ward, who brings his extensive experience on Cloud migration, being perfectly placed to kick-off the series.
If you’re considering moving to the Cloud or even just want to find out what all the fuss is about, this episode is a great introduction to this hot topic.

Ep 1. Cloudy Business: Let's Talk About Cloud

Where is the greatest hotbed of innovation within the pharmaceutical industry? At first glance the answer to that question seems obvious – drug discovery and clinical trials are the furnaces of innovation without which the remainder of our industry would surely collapse.

And yet our approaches to the delivery of clinical trials have struggled to adapt to the needs of modern times, struggling in areas of patient recruitment, retention, and diversity.

These challenges are of no insignificant threat to our ability to rapidly develop, test, and launch efficacious medicines to the populations that need them. An important question must therefore be asked: What is the key to delivering effective and lasting change in clinical trials?

In this issue of Second Opinion, we will delve into the challenges faced by those seeking to bring transformation in the clinical trials space, and explore why the importance of change in clinical trial approaches has soared recently, ultimately unlocking the key to delivering effective and lasting change.

Second Opinion: How Do We Bring Lasting Change to Clinical Trials?

The more we see of the industry’s approach to digital health, the more we see a need to understand the nuance of the field. To understand where a scalpel is needed versus a sledgehammer. And as always – it starts with the patient.

Second Opinion: Wristbands to websites – let’s talk digital health

Welcome to our second highly anticipated episode of the Cloudy Business Podcast series with Roshni Daswani.

As more and more businesses consider a move to the Cloud, it’s important to weigh up cost management to maximise your usage. So what key things should you be thinking about when looking for a provider?

In this fascinating episode, Roshni Daswani is joined by Paul Casey, Chief Technologist at Computacenter, to discuss Cloud cost management in more detail, as well as the controls and governance that need to be implemented.

With decades of knowledge and experience behind him, Paul is on hand to guide you through Cloud cost models and fin ops models, and the subtle differences between the two.

Is the I.T. function as we know it a business inhibitor or a business enabler? What capabilities do you need to build in your organisation to adapt to an ever evolving environment?

Whether you’re currently on the lookout for a Cloud provider, looking to re-assess your strategy or keen to find out how it all works, this is an episode you won’t want to miss.

Ep 2. Cloudy Business: Let’s Build Up Your Capability Model

What are the key outcomes you should be looking to achieve when moving to the Cloud?

In our new episode of the Cloudy Business podcast, Roshni Daswani catches up with Chris Lawrence, Cloud Delivery Architect at Portfolio BI, to discuss both the technical and project management aspects of the Cloud implementation process.

With a wealth of knowledge under his belt, Chris offers compelling advice on what you should be considering as you move towards the Cloud, including:

Your cost expectations, and the Cloud offerings you can leverage to save money over time
The concepts of hot and cold storage; what they are, how they work, and what this means for your data
Why developing and implementing a data strategy is a critical success factor in your Cloud migration
Security considerations and the position of the regulator
How to tackle your legacy applications
And much more….

Whether you’re already in the process of migrating to the Cloud or thinking of doing so, this episode will provide you with plenty of information on the ins and outs of implementation.

Ep 3. Cloudy Business: Key Outcomes when Moving to the Cloud

The way that the pharmaceutical industry interfaces with healthcare is rapidly changing. Treatment regimens are lasting longer, the burden of care is increasing, and the definition of successful treatment is becoming more nuanced. 

Given these trends, the way we interface with payers must also evolve. As the quality and complexity of care increase, there is a need to move to models which better enable healthcare systems to get the right treatments to the right people at the right time, and in doing so unchain pharma from the restraints of the traditional volume model. 

We’ll cover the reasons this is so greatly needed further down, but first consider the following: when value is defined by more than just revenue and cost, what if we could work smarter? Perhaps, in a world of abundantly accessible health data, complex health outcomes, and products that no longer fit in little white bags, we can work in a way that will deliver mutual value by giving healthcare more reliability in value per dollar spent, while giving pharma more agency in their revenue streams.

Second Opinion: Intelligent contracting – choosing value over volume

From cutting edge innovative pricing and decentralised clinical trials to the fundamentals of transformation principles and strategic partnerships, we have covered some incredibly fascinating topics on this podcast in 2022. But what does 2023 hold for the pharma and life sciences industry?
In our new episode of the Second Opinion podcast, Shrinivas Anikhindi catches up with Jalilah Gibson and Nick Reynolds, both Associate Partners here at PEN, to explore how the dominant trends of 2022 around cost of care, availability of data and the influence of patients are only strengthening as we enter a new year.
In this insightful episode, we delve into exactly what you should be preparing for in 2023, both opportunities and pitfalls, including:
·   	Finding new ways to support healthcare systems with growing and diversifying patient populations.
·   	Increased patient choice and the need to provide greater value.
·   	Moving towards hyper segmentation – viewing patients as nuanced individuals and understanding what they truly want.
·   	Building data literacy in your organisation at a time of data inundation.
·   	Moving to adaptive planning - using the right measurement and  the right questions to make the right decisions at the right time
And much more…
Don't run the risk of being caught unawares about critical upcoming trends as we enter a fresh new year: listen to this episode to make sure your organisation hits the ground running in 2023.

More Data, Fewer Patients: Life Sciences Trends in 2023

Almost two-thirds of spending on application software will be redirected towards cloud technologies in three years’ time so there’s no time to lose in getting up to speed on this fast-evolving opportunity.

In our new episode of the Cloudy Business podcast, Roshni Daswani is joined by Keith Thomas from fellow Wavestone Company, Coeus Consulting to demystify the cloud and reveal how to make it work for you.

With a wealth of first-hand experience supporting clients with moving to the cloud, Keith offers fascinating insights into what you should consider on your journey. During their discussion, Roshni and Keith delve into:

 - Lessons learned in the last decade working in the cloud
 - Change in the costing approach to cloud
 - Benefits of moving to the cloud beyond cost saving
 - Skills and capabilities needed for successful cloud migration

And much more…

Whether you’re already in the process of migrating to the cloud or thinking of doing so, this episode will provide you with plenty of food for thought.

If you’d like to listen to this podcast through an app, you can do so via Spotify, Apple, and Soundcloud.

Ep 4. Cloudy Business: Demystifying The Cloud & The Opportunities It Offers

Welcome back to Second Opinion. In this month’s episode, we’re deep diving into healthcare tenders, with a focus on those who have cracked the formula.

With this in mind, Shrinivas Anikhindi sat down with Nico Bacharidis from CubeRM, along with PEN’s very own Monique Biryiana, to explore how the tendering process works. We took a closer look at what it is that CubeRM does differently, and what this means for the future of healthcare.

As the healthcare and pharma industry continues to grow, tendering is becoming increasingly common. In fact, it accounts for 30% of global revenue in pharma and 70% of global revenue in MedTech.

Tendering works as a form of structured procurement, allowing large institutional buyers such as government's health regions, big hospital groups and insurance companies to open up opportunities for external suppliers to bid on goods and services. But not every organisation will follow the same process; there are a variety of tender types that require different strategies and capabilities.

Listen to the episode, and join the conversation on our LinkedIn page.

Second Opinion

A Tender Approach to Healthcare: with Nico Bacharidis

Hosted by Jalilah Gibson and Caz Hanrahan, our new XLR8 podcast series delves into answering your most common pain points and questions as you progress through your digital transformation journey in the pharma world.

We’ll be bringing you real-life stories and experiences from distinguished guests who have delivered customer and business value through the use of digital, starting by designing around the customer.

In our first episode, Jalilah and Caz are joined by Andrew Peryer, former Head of Digital for Established Medicines at Kyowa Kirin. Andrew is a highly experienced senior leader with a demonstrated history of working in pharma marketing and business development. He’s passionate about applying technology, customer-first thinking and data to healthcare problems through collaborative network models.

In this episode, Andrew will explore:

- Embracing a customer-first mindset
- Transitioning from a product provider for your customer to a trusted partner
- Understanding how experiences beyond our industry shape customer expectations
- Overcoming challenges in reshaping your go-to-market strategy
- Implementing an iterative approach in your digital transformation
- Strategic prioritisation and investment strategies for success

Listen to the full episode to accelerate your digital journey from theory to delivery.

If you have any questions/or comments feel free to reach out to Jalilah or Caz via their LinkedIn here: 

Jalilah - https://www.linkedin.com/in/jalilah/

Caz - https://www.linkedin.com/in/catherine-caz-hanrahan-27455122/. 

Thank you

XLR8 - Episode 1: Digital First with Andrew Peryer

Welcome to the first episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals. Each episode we’ll introduce you to a forward-thinking industry leader or CEO who’ll share their stories, perspectives and opinions around CX. You’ll gain inspiration and practical insights to help you transform your organisation. 

In this episode your host, Neil Sharp, speaks to Teddy Nyahasha, Chief Executive of One Family, the leading UK friendly society based in Brighton. 

Since joining the organisation Teddy has been instrumental in driving greater  efficiency, stronger performance, and reinforcement of member focused values, all through a focused commitment to customer experience.

With Teddy’s wealth of experience and insights, there was a lot to explore in this episode including:
➡️ The ethos of the friendly society movement, how it has been rediscovered and is evolving in the 21st century.

➡️ How mutuals may actually be re-emerging as a natural home for customers who want companies they trust to do the right thing.

➡️ The importance of being guided by your customers and why being nimble, recognising that no one size fits all, is key to serving your differing customers’ needs

➡️ How continually reinforcing ethos, ideals and values throughout your organisation is key to becoming more customer centric

If you want to understand how the expectations of today’s financial services customers are changing and what you need to do to make your FS business truly customer centric then you’re going to love this episode.

Rise Of The Customer - S1E1 – Teddy Nyahasha – One Family

Welcome to the next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation - hosted by PEN Partner, Neil Sharp.

In this episode, we’re joined by Tom Baigrie, Founder and CEO of Life Search plc, the UK’s biggest life insurance broker. When Tom created Life Search plc in 1998, he wanted to shake off the negative reputation often associated with insurance brokers – he wanted to leave behind the tricks, shortcuts, hustle and the ‘squeeze’ – and build a company based on doing the right thing for the customer.

Having started out 39 years ago as a self-employed life insurance salesman, Tom brings with him an abundance of real-world experience and insights after truly transforming the customer experience of the insurance sector.

During our interview, Tom shares his frank and inspiring views on many topics including:

➡️ The importance of culture in a truly customer-centric business and why it needs to be nurtured to be successful. 

➡️ The concept of ‘corporate humility’ and the role tolerance plays in a regulated business to build genuine customer relationships. 

➡️ Plus, how charitable work plays a key role in your culture and how it can have a positive impact on team engagement. 

If you’re looking to take bold steps to design and manage your company culture, and in turn your customer experience, Tom’s advice will prove really insightful.

Rise Of The Customer - S1E4 - Tom Baigrie - Life Search plc

Good independent contractors can provide specialist support and help businesses directly address the skillset challenges they’re facing. But with the state of play this year still uncertain, what do contractors need to consider when selecting their next role? 

Clare Allan, Recruitment Manager at PEN, recently caught up with Rosie Mills, Change Consultant and PEN Contractor, to explore what it’s really like to work as an independent contractor in these unique times.

In this exclusive podcast interview, Clare and Rosie discuss what makes a strong contractor, the benefits of being independent and other hot topics in the world of resourcing, including: 

- The key trends affecting contractors in 2021

- The upcoming impact of IR35 and how it will affect businesses and contractors alike

- The importance of selecting the right roles and effective networking

Whether you’re a contractor looking for your next opportunity or a business deciding whether hiring a contractor is right for you, you won’t want to miss this interview.

Exclusive Episode - Resourcing - The Life Of A Contractor

Hello and welcome to Wavestone Podcasts – a space where we share our unique points of view on everything from patient support to customer experience.

One of our core principles at Wavestone is to prioritise innovation, taking a market leading approach to the way we deliver lasting positive change in the industries where we operate.

Follow us here to keep in touch with our latest insights and hot takes. From our Rise of the Customer series, where Neil Sharp speaks to leaders in a range of industries from banks to football clubs, to Second Opinion, where I break down the latest leading trends in Life Sciences innovation.

Whatever it is, we’re here to understand, explore and inspire.

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