S05 E01: Getting to grips with customer experience

Join Isabel and Jade in kicking off Season 5 of the GOLD podcast with this brand-new episode, which sees the pair return to the airwaves to share more brilliant insights from experts in the pharmaceutical industry. In this first episode, Isabel discusses customer experience with Philippe Kirby, Global Head of Channel Engagement and Execution, MSD. In the conversation, Philippe reveals what pharma is getting right and wrong, how to get valuable and actionable feedback from customers, how to balance customer experience and compliance and much more. All views are Philippe's own and not those of his company.

If you're interested in learning more about the topic areas discussed in this episode, check out the following content:

• Upgrading the personal touch in CX
• Crafting customer experience
• 5 ways pharma can ensure omnichannel success