In this episode of Pharma Sessions, host Jonathan Kaskey is joined by Jens Øllgaard, Head of Customer Experience at Novo Nordisk, to discuss how forward-thinking pharma leaders are dismantling silos between medical and commercial teams, leveraging AI-driven insights, and fundamentally reimagining how field teams create value in an era of declining physician access.

What You’ll Learn:

• How to reposition your field force from message-pushers to insight-gatherers
• Why hiring 50% of your customer experience team from outside pharma unlocks competitive advantage
• How to turn objections into product innovation signals using AI-powered debrief workflows
• The RFM framework as an underutilized tool for pharma customer segmentation
• Why customer service channels are goldmines of strategic insight that most pharma organizations ignore
• How to engage younger physicians outside clinical settings where they actually have time to decide.
  
  

Jens is an innovative leader in Customer Experience and Commercial Excellence at Novo Nordisk, bringing a unique perspective shaped by dual expertise as a medical doctor and experienced pharmaceutical strategist. With a background spanning clinical practice, research, and medical scientific liaison roles, Jens has spearheaded the critical intersection of medical, commercial, and data-driven strategy, challenging traditional pharma approaches to HCP engagement.

Episode Highlights

• [00:00] Introduction
• [02:09] From Medicine to Market
• [03:58] Medical vs. Sales: Who Really Listens?
• [06:15] Customer-Centric Pharma Starts with Listening
• [08:46] Flipping the Funnel: Reps as Insight Engines
• [11:26] AI in the Driver’s Seat
• [13:56] Experiment, Fail, Learn, and Repeat
• [16:56] The Hiring Strategy That Works
• [20:50] RFM in Pharma
• [22:14] Meeting HCPs Where They Scroll
• [23:18] Jens’ Advice to His Younger Self
  
  

Episode Resources:

• Jens Øllgaard on LinkedIn
• Novo Nordisk Website
• Jonathan Kaskey on LinkedIn

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