The PEN Perspective Podcast

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.