The PEN Perspective Podcast

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.