The PEN Perspective Podcast

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Welcome back to Second Opinion. This month, we're going to focus on explaining the value that partnerships can provide to Life Sciences companies, as well as exploring examples of those that have got strategic partnerships right, and how this has transformed their organisations as a result.

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.

Welcome to the third episode in this second season of The Rise of The Customer Podcast, in which we talk to some of the biggest innovators in CX. In this episode, we're joined by Garry Gormley, CEO of the Fab Group, whose company doesn't just take a theoretical approach to the customer experience, but delivers on it too – operating both as consultants and an outsourcing company for their clients. Using our 6-pronged framework as our guide, we discuss the importance of good CX and how best to achieve it, starting from the initial strategy, to the end point of achieving a satisfying ROI for your client. We also discuss: - How the motivation of almost all businesses is to reduce costs. - How having a happy working culture can ultimately ensure a good experience for the customer too. - And how data is king when it comes to outsourcing. If you're looking to improve your CX and are curious about outsourcing, you definitely won't want to miss this 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.

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.

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.

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.

Welcome to the second series of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. In this first episode of the new series, Neil Sharp is joined by Clare Allan. Clare heads up the contractor and resourcing arm at PEN and brings with her a breadth of knowledge in recruitment of permanent, contract and fixed-term staff. It's a really insightful episode to kick off the series with as we explore the role of customer experience within resourcing including: 1. What is CX in recruitment? And how do you measure it? 2. The importance of CX 3. How is CX in recruitment changing? What does the future hold? If you're looking to drive transformation of customer experience across your organisation, this episode is one not to miss.

2022 is here, and we're back with Second Opinion! We're looking forward to another year of exploring the latest innovations, transformations, and breakthroughs in the care delivery space, and more excitingly, how you can get involved. In this episode, we're digging into the world of patient services – looking at what they actually are, why they're crucial to the future of our healthcare systems, and how you can take your first steps in building them for your patients. Shrinivas Anikhindi, Life Sciences Consultant at PEN discusses: ➡ The PEN perspective on the importance of patient services in evolving the pharma-patient relationship ➡The gap between inpatient and outpatient and the untapped value it holds ➡The 123's of Patient Support Programmes and the evidence for the impact they have on health outcomes for patients ➡The journey to develop patient services and how you can implement these support systems in your own launch strategy If you're in the life sciences or pharmaceutical space dealing with patient experience and you're keen to be part of accelerating the industry forward to deliver care that puts the patient at the centre, then you won't want to miss this episode.

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.

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.

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 Christophe Jauquet, Health Experience Expert, Author and International Keynote Speaker. Christophe advises companies and brands on how the health, wellness and consumer sectors are increasingly overlapping. He brings insights and foresights across a range of pertinent topics including customer experience, health marketing, digital health and the future of health. During this conversation Neil and Christophe explore: ➡️ How to create differentiation through helping people meet their expectations and aspirations ➡️ How to integrate health and happiness into your customer strategy ➡️ What the ‘healthusiasm' trend is and what it means for your organisation If you're a business executive wanting to be on the front foot within your industry, this episode will provide you with some real thought-provoking insights.

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.

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.

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 bring you a special edition, which is an unheard section from the conversation we had in Episode 16 with Marcus Ineson. We're doing a deep dive into the Life Sciences sector and in particular how health care systems and Life Sciences companies need to adapt and evolve to the unstoppable market forces which are sharing consumer expectations. Director/Co-owner at govENHANCE, Marcus Ineson, brings with him a range of expertise from the Life Sciences and Healthcare industry and some challenging views on what works well and what needs to change in the design of initiatives across a range of different disease areas. During this special edition, Marcus delves into: ➡️ Patient Support Programmes (PSPs) and initiatives ➡️ Value-based reimbursement models ➡️ The sustainability of the healthcare system If you work in a Life Sciences company, either as a leader or if you're directly involved in the design, development or delivery of Patient Support Programmes, this episode will offer some really thought-provoking insights and viewpoints.

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 Marcus Ineson, Director/Co-owner at govENHANCE. With over 35 years as a registered nurse and a career in pharmaceutical sales at companies such as Allen & Hanburys, Marcus has expert knowledge of patient care and how that informs the way the pharma industry operates – from running successful health interventions to changing perceptions of healthcare delivery. During his conversation with Neil Sharp, Marcus discusses: ➡️ Seeing the patient as a customer and pharmaceuticals as products ➡️ Why we should be focusing on a user-centric approach to healthcare and how we should refer to those users ➡️ What commercial pharmaceutical companies can do to add real value and improve outcomes for their customers ➡️ How to co-ordinate different stakeholders to provide the best experience for patients ➡️ The impact of Google and Amazon making their way into the pharma industry Whether you're a pharma leader, or a healthcare provider looking to gain a fresh perspective on how to make the industry patient and user-focused, this episode is one not to be missed.

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 Danie du Plessis, Executive Vice President of Medical Affairs at Kyowa Kirin International and Board Member of the Medical Affairs Professional Society (MAPS). With 28 years in multinational pharma companies, including a FTSE 100 company, Danie has a successful track record of people development, leadership and managing change so we're delighted to have him on the podcast. During his conversation with Neil Sharp, Danie explores: ➡️ The role of medical affairs in the world of pharma ➡️ How consumerism, access to information and new technologies are propelling change ➡️ The importance of harvesting and understanding data to drive customer experience ➡️ The impact of tech giants such as Google and Amazon on the healthcare sector If you're a pharma leader looking to gain insight from one of the industry's most experienced experts, this episode is not to be missed.

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.

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.

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.

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.

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 Katy Howell, Chief Executive Officer at Immediate Future, a leading social media agency based in London. Often called in as the ‘UK expert on social' by TV, radio and the press, Katy appears regularly on BBC News, Victoria Derbyshire, and Reuters, as well featuring in The Telegraph, Financial Times and Guardian. She's considered the 4th most influential social media marketing expert, named by The Drum as one of the 25 women who have made an outstanding contribution to digital, and was honoured to be amongst the Top 100 Asian tech entrepreneurs in the UK. During her conversation with Neil Sharp, Katy shares her wealth of experience and in this episode, we dig into: - The evolution of social media over the last 17 years - How social media can be used to underpin the customer experience with your brand and organisation - How to safely manage interactions in regulated industries - Why paid social media is important for your business - And, the role social media influencers can play in your organisation If you want to take a step back and really challenge yourself to consider the role of social media in the experience your customers have of your organisation, whatever sector you are in, this is the episode for you.

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.

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.

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.

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 Oke Eleazu, Chief Operating Officer at Bought By Many, an award winning pet insurance company. Before insurance, Oke worked across numerous sectors – from retail and financial services to healthcare and housing - and brings with him a great range of practical experience when it comes to delivering customer service excellence for some of the UK's leading companies. During his conversation with Neil Sharp, Oke discusses real-life examples of how you can put customer experience theory into practice and examines: - How to build a business around your customers using customer research - Why you should engage with your customers throughout their entire journey - How the power of insight can help your company culture become customer-centric Oke also talks about his book, ‘The Cult of Customer Excellence: How to Build a Truly Customer-Centric Culture', which explores how the environment and culture created in some of the world's greatest customer-focused companies resembles the mindset created by a cult. It is by understanding the ‘anatomy' of such companies that you can embark upon a journey of customer excellence within your company. If you're a CX professional looking to translate your customer centric principles into practical actions, this episode is the one to listen to.

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.

Welcome to our 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 Samantha Seaton, CEO at Moneyhub Enterprise, the open finance platform for customer-centric organisations. Samantha is a leading player in financial data aggregation intelligence and payments, and was deservedly awarded the 2020 Fintech Woman of the Year at the Professional Advisor Awards. In this episode, Samantha shares her wealth of experience and passion on the subjects of open banking and open finance. She also explains how these concepts are now becoming a ‘hotbed' of innovation, despite the idea starting out as purely a regulatory initiative to give consumers more freedom and choice financially. Samantha is hugely passionate about giving consumers what they need to discover ‘the fields of financial wellness' and imparts valuable insights on topics such as: - The future of open finance and open banking and how they empower the consumer. - How your business can become truly consumer-centric and how to think holistically about the full customer experience. - Essential advice on to how to refine your service to stay relevant to your full customer base. - Plus, how to efficiently keep the customer at the front and centre of your business, while remaining hyper-personalised and using automation. If you want to understand what it takes to become truly customer-centric, no matter whether you're a B2C or B2B firm, then this is the episode for you.

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.

Welcome to the third episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. Joining Neil in episode three is Paul Barber, Chief Executive of Brighton & Hove Albion Football Club, a Premier League side based in the South East of the UK. As a season ticket holder, Neil was particularly excited for this conversation. Now in his ninth season with the club, Paul has overseen significant success on the field, achieving promotion to the Premier League in 2017. In this interview, Paul enlightens us on what customer experience means in the world of sport. Paul talks candidly about the joys and challenges of being a CEO, how the team at Brighton carefully design and manage all aspects the fan experience and also provides great insights into what drives the culture of the club. With an extensive background in marketing and communications, not to mention 25 years in the football industry, Paul covers some great topics during the conversation, including: ➡️ What adopting a customer-centric approach really means, from exploring the end-to-end customer journey to managing customer expectations. ➡️ How planning and balanced feedback can support continuous improvement to develop your business for the future. ➡️ How the role of CX differs in a high scrutiny industry like football, including how to manage a range of different customers with varying demands. ➡️ Plus how to adapt your CX during the pandemic to find new ways to engage and connect with your customers. With Paul's frank approach and wealth of experience we're sure, no matter what business sector you're in, that you'll get a lot out of this episode. In the current climate, CX is more important than ever so now is the perfect time to listen to Paul's experiences and practical advice.

Welcome to the second episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. Joining Neil in episode two is Paul Simms, the leading Pharma industry expert, known to many as the ‘Pharma Provocateur' for his role in shaking up the industry. As an independent thought leader and advisor to many leading pharma players, Paul knows the challenges that the industry faces and is on a mission to disrupt the status quo within the pharma industry. Something he regularly receives praise for from industry figures and commentators alike. With such a deep understanding of the Pharma Industry there was so much to discuss in this conversation and paul shared some really thought provoking and useful ideas across a range of topics including: ➡️ What the rise of the customer means within the pharma industry and how it needs to adapt to meet the needs of new informed patients ➡️ What changes fragmented healthcare models need to make to embrace the digital world ➡️ Where most pharma businesses go wrong with innovation and why new innovation needs to sit in the commercial customer facing part of your organisation to be successful. With Covid-19 shining a bright spotlight on the pharma industry and creating challenges right across the value chain, now is the perfect time to be considering how to enhance your customer experience for competitive advantage. If you're looking to understand how you can do this, then you're definitely going to want to listen to this episode.

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.