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Artwork for XLR8 - Bringing real-world learnings and experiences in Life Sciences

XLR8 - Bringing real-world learnings and experiences in Life Sciences

WAVESTONE
Bayer
Patient Voice
Artificial Intelligence
Customer Experience Management
Public Relations
Healthcare Policy
Patient Advocacy
Culture
Customer Experience
Data Quality
Change Management
Governance
Pharmaceutical Industry
Health Technology Assessment (HTA)
Digital Health / AI In Healthcare
Regulation
Pharmaceutical Manufacturing
Market Archetypes
Data-Based Decision Making

Hosted by Jalilah Gibson and Caz Hanrahan, Wavestone's 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 ... more

PublishesInfrequentlyEpisodes12Founded3 years ago
Categories
BusinessHealth & FitnessMedicine

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Artwork for XLR8 - Bringing real-world learnings and experiences in Life Sciences

Latest Episodes

Join us as Hewan Wole, a Global Marketing Director in the pharmaceutical industry, explores why culture is a critical enabler of great customer experience. Drawing on her experience across global, regional and local markets, she shares practical insi... more

In this episode, we reflect on the topics covered during Global Pharma Tech Conference and explore how life sciences organisations can turn AI ambition into tangible business value. Drawing on insights from the event and broader experience across ind... more

Join us as Michael George, a global leader in patient engagement, explores how amplifying the patient voice can transform healthcare and the life sciences sector. He outlines what meaningful engagement looks like and shares practical steps organisati... more

Join us as Florian Gäng shares how customer experience management is transforming the pharmaceutical sector, focusing on building shared understanding, pragmatic tools, and outcome-driven strategies. Discover practical insights on balancing customer ... more

In this episode, we reflect on the topics covered during Reuters Pharma Customer Engagement Europe. We explore how organizations can humanize customer engagement by balancing global consistency with local flexibility, breaking down internal silos, an... more

In this episode of the XLR8 podcast series we are joined by Muireann Byrne, Digital Engagement Manager at Viatris Ireland. We explore what it means to lead with a customer-first strategy and Muireann shares how she drove a local omnichannel transform... more

In this episode we take the pulse on what’s shaping the future of pharma. Jalilah Gibson and Caz Hanrahan discuss the highlights and insights from the Next Pharma Summit, covering key themes such as cross-functional and external collaboration, going ... more

In this episode of the XLR8 podcast series we are joined by Olena Shchepina, European Digital Transformation Lead at Viatris. We explore the shift from omnichannel to optichannel and Olena shares her experiences and insights on strategies, KPIs and t... more

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Recent Guests

Calum Lines
Data and AI Practice, Wavestone
Wavestone
Episode: Global Pharma Tech Conference: AI in Life Sciences
Michael George
Global leader in health care patient engagement
Episode: Augmenting the voice of the patient
Florian Gäng
Change agent focusing on customer experience in pharma
Bayer Pharma
Episode: Beyond buzzwords: demystifying CX Management to unlock value

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Talking Points

Recent interactions between the hosts and their guests.

Culture first, customer always: the hidden driver to great customer experience
Q: What role does data and dashboards play in governing culture and customer experience across markets?
Data is essential, but its value comes from disciplined use: regular review, consistency in metrics, and linking insights to concrete actions and outcomes.
Culture first, customer always: the hidden driver to great customer experience
Q: How do you ensure that feedback loops actually inform decision-making and are not just performative?
By formalizing feedback during contracting, defining frequency and formats, and embedding insights into the process so teams can act on data and iterate quickly.
Culture first, customer always: the hidden driver to great customer experience
Q: How do you translate global strategy into locally effective execution without losing consistency?
Hewan emphasizes contracting, clear governance, and feedback loops, along with empowering local markets to adapt journeys and content while staying aligned with global messages and metrics.
Beyond buzzwords: demystifying CX Management to unlock value
Q: What is your proudest accomplishment at Bayer related to CX?
Launching and scaling a Voice of the Customer measurement program across markets, focusing on non-anonymous value signals and tying insights to customer outcomes and business impact.
Beyond buzzwords: demystifying CX Management to unlock value
Q: What are the biggest challenges in pharma when implementing CX management, and how can they be addressed?
He highlights legacy operating models, fragmentation between marketing and CX, the risk of overemphasizing outputs over outcomes, and the need for leadership to sponsor institutional learning and value-driven metrics.

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