In today’s episode, we explore Customer Excellence as a concept with strategic potential that goes beyond being just a corporate buzzword for companies in the Pharma and Life Sciences. Through the lens of process, technology, data, and people, we discuss how breaking down silos, embracing omnichannel-strategy, utilizing a 360° customer view through data, and driving change management are essential for success. While emerging trends like AI are creating exciting new opportunities, the true impact is realized through careful execution and thoughtful strategy.

Our expert guests, Fabienne Heiles and Gregory van Keirsbilck, offer their insights into navigating the complex challenges of regulatory constraints, advanced data management, and the role of new technologies.

Enjoy listening as we explore why investing in Customer Excellence is vital to driving innovation and staying ahead in this evolving landscape.

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Fabienne Heiles is a seasoned Marketing expert leading the CX team at valantic Belgium. With a 25-year track record in omnichannel marketing across various sectors, including Pharma, Consumer Goods, and IT, she excels in spearheading transformative projects that synergize People, Process, Technology, and Data for enhanced customer experiences.

Gregory Van Keirsbilck has over 25 years of experience in CRM and customer engagement, mainly in the pharma and life sciences industry. He is currently a principal consultant at valantic, leading their life science practice. Before that, Gregory held global commercial IT leadership roles at Eli Lilly and Elanco Animal Health, where he successfully managed numerous complex CRM improvement programs.

Editorial: Fabian Bologna, Richard Vercamer, Eddy Peters

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