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Getting to grips with customer experience

Updated: Jun 14, 2023

Season 5: episode 1

Join Isabel and Jade as they kick off Season 5 of the GOLD podcast with this brand-new episode, which sees the pair return to the airwaves to share more brilliant insights from experts in the pharmaceutical industry.

In this first episode, Isabel discusses customer experience with Philippe Kirby, Global Head of Channel Engagement and Execution, MSD. In the conversation, Philippe reveals what pharma is getting right and wrong, how to get valuable and actionable feedback from customers, how to balance customer experience and compliance and much more. All views are Philippe's own and not those of his company.


A little more on GOLD’s guest…


Philippe Kirby has been with MSD for over 25 years and has recently taken on a new role as Global Head of Channel Engagement and Execution from April 2023. A customer engagement and technology enthusiast, Philippe started his career in the technology sector before moving into the pharmaceutical industry. A familiar face on the pharma conference circuit, in his spare time he likes to keep active, is president of a basketball club and is a self-confessed oenophile, or wine lover.


Additional resources


If you’re interested in learning more about the topic areas discussed in this episode, check out the following content:

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