A Solopreneur Partner to Global Pharma.
Coaching. Speaking. Insights.
FEATURED OFFERING
The Pharma Customer Excellence
LEADERSHIP TEAM MASTERCLASS
Meet the Consumer-Grade imperative head-on by learning
how to turn leadership intent into enterprise conviction.
AUTHOR-LED | ½ DAY | FULL-DAY | ALSO AVAILABLE IN KEYNOTE and TAILORED FORMATS
Winning in the next chapter of commercial leadership in global pharma requires new knowledge, thinking, and behaviors, spearheaded by bold Customer Excellence leaders.
A Purpose-Built Leadership Masterclass
The Customer Excellence Leadership Masterclass is a team-based, executive immersion designed for senior cross-functional leaders across commercial, marketing, field sales, access, and patient support functions who are ready to redefine what commercial leadership means in pharma.
Building on the traditional enablement triad of Marketing Excellence, Sales Excellence, and Launch Excellence, this catalyzing program introduces Customer Excellence as the fourth and unifying pillar, the connective system that integrates brand, product, and experience into one coherent, customer-aligned model for growth.
This is where Global Pharma meets the Consumer-Grade Imperative, a new era of commercial leadership that requires new language, new skills and new thinking to ensure leaders can decode the customer and competitive context and model the behaviors needed to ensure that the brilliance of their science is matched with experiences worthy of it, transforming trust, ease, and empathy into the next true source of differentiation, preference, and advantage.
Set up your scoping call today.
Program Overview
What to Expect in the Masterclass
The Customer Excellence Leadership Masterclass is designed for leaders who recognize that customer-centricity has reached an inflection point. In an environment defined by commoditization, rising customer expectations, regulatory complexity, and intensifying financial scrutiny, intent is no longer enough. What differentiates organizations now is not what they aspire to deliver, but what they are structurally capable of delivering, consistently and at scale.
This Masterclass reframes Customer Excellence as a leadership discipline and an enterprise operating system, not a CX initiative or a cultural aspiration. It challenges participants to confront a central truth: most customer-centric transformations stall not because the organization lacks empathy or ambition, but because leadership has not translated intent into conviction, and conviction into systems, governance, and behavior. The result is fragmentation, friction, and value leakage that quietly undermines trust and performance.
1. The New HCP Customer Context
Understanding the modern healthcare professional as a customer shaped by consumer-grade experiences. How expectations for ease, personalization, and orchestration influence engagement, trust, and prescribing behavior.
2. The Consumer-Grade Imperative
Why global consumer benchmarks now define the expectations of every customer, including HCPs. What it means for pharma to compete not only on product and promotion, but on experience and human connection.
3. The Fourth Pillar: Customer Excellence
Beyond Marketing, Sales, and Launch Excellence lies the unifying power of Customer Excellence—the system that aligns strategy, structure, and behavior around one goal: delivering experiences worthy of science. This session reframes Customer Excellence as both an operating system and a cultural multiplier.
4. The Experience Delivery System™
Introducing the operational backbone of Customer Excellence. How to design the system that connects brand promise to field performance through clear principles, decision rights, and feedback loops that sustain consistency at scale.
5. Case Review: Field Impact Framework
A facilitated analysis of a real-world example of experience delivery in action. Leaders examine how design, enablement, and orchestration influence field effectiveness, HCP trust, and business outcomes.
6. Leading the Rebellion
The culminating call to leadership. Participants identify the legacy assumptions, silos, and metrics that must be challenged to create customer-aligned enterprises. This session equips leaders to act as catalysts—championing systems, mindsets, and measures that redefine what it means to win.
7. Documenting the Case for Urgency
Leaders consolidate workshop insights into a shared, evidence-based Case for Urgency Grid (Version 1)—capturing why change cannot wait, where to focus, and how to lead transformation forward.
Learning Outcomes
What Leaders Will See, Believe, and Do Differently
The program moves beyond diagnosis to activation. Leaders are introduced to the concept of systemic predisposition and learn how enterprise systems shape behavior regardless of intent. They examine how leadership choices create conditions that either make customer-centric outcomes inevitable or make them nearly impossible. This lens enables leaders to identify where change must occur first and what must be redesigned to sustain progress.
Elevate Customer Consciousness.
Customer Consciousness
Leaders will see customers as whole humans navigating complex professional and personal contexts, not as segments, targets, or channels, and will understand how this perspective reshapes priorities, decisions, and tradeoffs.
Discern Brand as a Delivery System.
Leaders will internalize that brand is not what the organization says, but what it consistently enables, tolerates, and delivers, and that leadership behavior is the primary mechanism through which brand promise is either honored or broken.
Adopt The Customer’s Right to Reverence.
Leaders will adopt the Customer’s Right to Reverence as a governing standard, using dignity, clarity, and respect as non-negotiable design inputs for decisions, policies, and experiences.
Decode Systemic Predisposition.
Leaders will understand how culture, incentives, governance, and operating models predispose the organization toward either customer-centric or company-centric outcomes, often independent of individual intent.
Evolve From Initiatives to Systems.
Leaders will shift from viewing Customer Excellence as a set of initiatives to seeing it as an enterprise operating system that must be deliberately designed, governed, and reinforced.
Move Beyond Transformation.
Understand the structural drivers of change and the ten strategic shifts that define the new commercial model, leaving with a blueprint to design and execute your organization’s Customer Excellence Rebellion.
The Learn. Share. Do. Approach.
Designed to Build Momentum, Not Just Understanding.
This Masterclass follows the Learn. Share. Do. Approach because leadership transformation does not come from passive consumption. Leaders are challenged to see differently, to share perspective and tension across functions, and to translate belief into action. The structure ensures insight becomes ownership and ownership becomes movement, not intent deferred.
LEARN.
Learn from real-world case studies that contrast legacy pharma logic with experience-led models.
SHARE.
Share perspectives across functions to build conviction, coherence, and a shared vocabulary for transformation.
DO.
Start the groundwork of designing your Customer Excellence journey, guided by live facilitation and group application sessions.
