We're excited to let you in on a wonderful conversation we had with the maestro of customer experience, Helge Tennø. His insights on becoming customer-obsessed and the powerful role of AI in revolutionizing customer support will leave you rethinking your customer strategy. We also dissect Helge's unique spark of interest in customers, ignited by a combination of a failed user testing experience and a master class on change.

Turning the page, we step into the realm of healthcare, specifically dissecting human interactions within the pharmaceutical sector. The impact of these interactions on healthcare professionals can't be overstated. Helge enlightens us on the myriad factors influencing physicians' decision-making process and the need for change leadership to reevaluate customer assumptions. We then shift gears to talk about the magic of aligning organizational goals to optimize the omnichannel experience.

Wrapping things up, we ponder on the immense potential of omnichannel marketing in the pharmaceutical industry. As Helge rightly points out, understanding customer needs and differentiating between products, channels, and customers is crucial to success. We wrap up with some golden advice for aspiring heads of customer service - Helge's top three mistakes to avoid. And remember, it's not just about getting answers, but asking the right questions. Join us on this fascinating journey, share your thoughts, and stay curious!

(00:00 ) Customer-Centricity in the Digital Experience

(11:20 ) Improve Customer Experience in Healthcare

(19:02 ) Omnichannel Strategy in Marketing

(27:49 ) Pharmaceutical Industry Insights and Future Questions

(00:00 ) Customer-Centricity in the Digital Experience

This chapter explores the world of digital customer experience with guestHelge Tennø, a leading expert in customer strategy. Teder shares his insights on how companies can become customer-obsessed and discusses the role of AI in transforming customer support and experience. He also explains how his interest in customers was sparked by a failed user testing experience and a master class on change. Teder's passion for understanding the customer and driving change in organizations is evident throughout the conversation.

(11:20 ) Improve Customer Experience in Healthcare

This chapter explores the topic of human interactions within the pharmaceutical sector and its impact on healthcare professionals. Our guest, Helge, shares insights from recent articles in Norway where physicians expressed their struggles with workload and the need for better support. He also discusses his research on the 45 factors that influence a physician's decision-making process, emphasizing the importance of understanding the system and context surrounding the customer. We delve into the need for change leadership in organizations to unlearn assumptions about customers and relearn their needs. Helge also shares his views on optimizing the omnichannel experience by aligning organizational goals and outcomes. Overall, this chapter highlights the importance of gaining a deeper understanding of customers and their needs in the pharmaceutical industry.

(19:02 ) Omnichannel Strategy in Marketing

This chapter explores the potential for success in the pharmaceutical industry through omnichannel marketing. We discuss how omnichannel can be used to sell complex decision making, such as vaccines, and emphasize the importance of putting the customer at the center of this cross-functional approach. Understanding customer needs and differentiating between products, channels, and customers is crucial. The chapter concludes with the guest sharing their top three mistakes for aspiring heads of customer service to avoid.

(27:49 ) Pharmaceutical Industry Insights and Future Questions

This chapter explores the digital customer experience in the pharmaceutical industry. Hosts and guest Helge emphasize the importance of asking the right questions when engaging with industry professionals. They highlight the valuable insights gained from their conversation and how it can inform future discussions. Viewers are encouraged to like, share, and subscribe for more in-depth explorations of the topic. The hosts also invite viewers to leave comments with questions for Helge or future guests. The chapter concludes with a reminder to stay curious and continue innovating.

(06:57 - 07:47 ) Customer Centricity in the Pharmaceutical Sector

(10:08 - 11:20 ) Improving Efficiency in Healthcare System

(13:53 - 15:03 ) Improving Interactions With Physicians

(22:14 - 23:13 ) Asking the Right Question's Importance

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