View from the Boardroom: Insights from Novartis
Giorgos Papadopoulos, Head of Customer Solutions Unit at Novartis, on how the pharma industry is driving customer service transformation
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Best-in-class companies are increasingly organising their businesses around what customers want – and the pharmaceutical industry is no different. Customers not only want value delivered by the product or service itself, but the entire experience of learning about it, choosing it, buying it, and using it.
As Steve Jobs, Apple’s late CEO, put it: “You have to start with the customer experience and work your way back, not the other way around.” For the pharma industry, this represents a major shi...
