A Solopreneur Serving Pharma & Life Sciences through Coaching. Speaking. Insights.
FEATURED OFFERING
CX3.0--Fit for Pharma™ BOOTCAMP
A hands-on, executive-level bootcamp designed to help pharma leaders operationalize CX3.0 as a commercial capability—embedding customer experience directly into field performance, omnichannel execution, and journey-based growth
Author-led | ½ Day | 1 or 2-Day| Also Available in Keynote and Tailored Formats.
As your Customer Excellence partner, I turn customer-centric ambition into culture, ways of working, and experience delivery systems that become durable sources of commercial impact and enterprise value.
From Performative CX to Commercial Powerhouse.
The Consumer-Grade Imperative exposes customer experience in pharma as both an undetected source of enterprise risk and one of the most underl-everaged drivers of commercial performance.
The CX3.0–Fit for Pharma Bootcamp equips leaders with the mindset, frameworks, and applied tools required to turn customer experience into a durable source of commercial advantage.
This masterclass introduces Pharma CX 3.0, a shift from performative programs to a commercial capability embedded into the operating system. Participants will learn how leading organizations are reframing customer experience from a “nice-to-have” initiative into a commercial powerhouse that drives preference, strengthens trust, reduces value leakage, and delivers outsized financial impact across the lifecycle.
Internalizing and institutionalizing fresh beliefs, thinking, and doing to catalyze the organization starts with the acknowledgement that the Consumer-Grade Imperative is exposing CX as both an unaddressed risk and an unrealized commercial asset in pharma.
This masterclass is about taking that first step to build a commercial model deliberately that fits how pharma actually works.
Why Pharma Must Move Beyond CX 1.0 and 2.0.
Customer Experience in pharma did not fail because the idea was wrong. It stalled because imported CX models were never adapted to the realities of a regulated, global, field-driven industry. What exists today is not failure, but systemic misalignment.
Program Overview
What to Expect in the Bootcamp
The CX 3.0—Fit for Pharma Bootcamp equips leaders and practitioners to move beyond imported models and design a pharma-native approach that embeds experience directly into Sales Excellence, Marketing Excellence, and Launch Excellence.
Participants develop a shared understanding of how the HCP customer context has fundamentally changed and why legacy engagement models no longer hold.
The program clarifies how brand promise is translated into lived reality through leadership decisions, incentives, operating models, and field execution, rather than through messaging alone.
Grounded in a deep real-world case example, the Bootcamp demonstrates what changes when CX 3.0 principles are applied to field engagement. Participants see where experience currently operates by accident rather than by design, and how that gap creates both commercial risk and unrealized value.
The outcome is practical readiness, not theoretical alignment. Participants leave with a applied way to identify where value is being created or leaked across journeys, and with a clear path to embedding Customer Excellence into the enterprise DNA.
The program culminates in the creation of a first-pass Case for Urgency that connects logical, emotional, and financial evidence into a credible mandate for change.
Module 1. The New HCP Customer Context.
Reframing Who the Customer Has Become
Core Question
How have healthcare professionals’ expectations been reshaped by consumer-grade experiences, and what does that shift mean for how relevance, trust, and prescribing preference are earned today?
What Participants Gain:
- Creates a shared, modern understanding of the HCP not as a channel recipient, but as a time-starved decision-maker navigating cumulative burden, friction, and risk across journeys.
- Reorients commercial thinking from individual interactions to the lived experience that shapes confidence, openness, and long-term prescribing behavior.
- Establishes the human and contextual baseline required to evaluate whether current engagement models are helping or hindering care delivery.
Module 2. The Consumer-Grade Imperative.
Why CX Is Now a Leadership and Commercial Issue.
Core Question:
Why is the Consumer-Grade Imperative exposing CX as both an ungoverned risk and an underleveraged commercial asset in pharma?
What Participants Will Gain:
- The five non-obvious metrics reshaping pharma commercial performance
- How customer expectations are outpacing organizational capability
- Why experience is now inseparable from reputation, trust, and enterprise risk.
Module 3. Why CX 1.0 and 2.0 Have Stalled.
Why CX Programs Stall and What Must Replace Them
Core Question
Why have CX 1.0 and CX 2.0 approaches plateaued across the industry, and what structural limitations prevent them from reshaping commercial outcomes?
What Participants Gain:
- Clarifies why survey-centric and insight-heavy CX models rarely translate into changes in field behavior, access dynamics, or engagement quality.
- Helps leaders distinguish between CX as observation and CX as an operating discipline with real leverage.
- Introduces CX 3.0 as a structural evolution rather than another layer of tooling or measurement.
Module 4. The Fourth Pillar: Customer Excellence.
Experience as a Core Driver of Commercial Performance
Core Question
If Sales Excellence, Marketing Excellence, and Launch Excellence are table stakes, what role does Customer Excellence play in earning preference over time?
What Participants Gain:
- Positions Customer Excellence as a peer to existing commercial excellence models, not a supporting function.
- Makes explicit how experience influences predisposition, continuity, and long-term value in ways sales activity and campaigns alone cannot.
- Provides leaders with a credible frame to integrate experience into how commercial success is defined and governed.
Module 5. The Experience Delivery System.
From Brand Design to Brand Delivery
Core Question
How do leadership decisions, incentives, and operating models determine the experience customers actually receive, regardless of stated strategy?
What Participants Gain:
- Introduces the Experience Delivery System as the missing counterpart to the Brand Design System, closing the gap between promise and delivery.
- Reveals where experience today is accidental, fragmented, or left to local interpretation across sales, medical, access, and service.
- Gives leaders a practical lens to see how internal choices shape customer reality far more than messaging or intent.
Module 6. Case Review – Field Impact Framework.
What Changes When CX 3.0 Is Applied to Field Engagement?
Core Question
How does field engagement perform differently when Customer Excellence principles, data, and methods are applied beyond activity metrics?
What Participants Gain:
- Demonstrates how experience quality alters field effectiveness, customer readiness, and long-term value creation.
- Exposes where traditional success metrics mask friction, fatigue, or erosion of trust.
- Grounds CX 3.0 in real-world field dynamics rather than abstract models or aspirations.
Module 7. Leading the Rebellion Blueprint.
From Transformation to Embedded Change
Core Question
What distinguishes performative transformation from a true rebellion that embeds Customer Excellence into the enterprise DNA?
What Participants Gain:
- Helps leaders identify which legacy success formulas are limiting relevance rather than sustaining it.
- Clarifies the difference between announcing change and structurally enabling it through leadership behavior, incentives, and decision rights.
- Translates conviction about customer-centricity into practical, enterprise-level action without destabilizing the organization.
Module 8. Documenting the Case for Urgency.
From Insight to Irreversibility
Core Question
What logical, emotional, and financial evidence makes inaction unacceptable at an enterprise level?
What Participants Gain:
- Converts dispersed insights into a coherent Case for Urgency that resonates with executive and board audiences.
- Makes customer value at risk visible alongside revenue, trust, and reputation implications.
- Equips participants with a tangible, editable first version of their Case for Urgency Grid to catalyze next steps.
Practical Learning, Flexible Formats, Applied to Your Reality
Author-led bootcamp, leadership intensives, and keynotes that adapt Customer Excellence to your organization, market, and moment.
Full Bootcamp
A deep working session focused on decoding real scenarios to catalyze a CX 3.0 reset of commercial logic and behaviors. The outcome is a clear Case for Urgency and a practical path forward for embedding experience organically into ways of working.
Full-1 or 2 Days | In-Person
Activation Intensives
An immersive session for leadership teams to challenge legacy commercial assumptions and decode the need to activate CX 3.0 and Customer Excellence within the commercial model, alongside launch, sales, and marketing excellence.
1/2-Day | In-Person/Remote
Customized Session Formats
High-impact keynote or customized presentations adapted to your strategic context. Designed to provoke alignment and establish a common language around CX 3.0, Customer Excellence and the Consumer-Grade Imperative without sacrificing rigor or relevance.
60-90 Min. Keynotes | In-Person/Remote
Bootcamp Participants Leave with Strategic Assets That Catalyze Enterprise Activation.
Each participant receives a copy of The Customer Excellence Enterprise and the first working version of the Case for Urgency Grid, a concrete, organization-specific catalyst for alignment and enterprise-wide activation.
Learning Outcomes
From Measurement to Mandate. What Participants Will See, Believe, and Do Differently
This Bootcamp is designed to build the leadership capability required to reposition customer experience as a governed, commercial discipline rather than a measurement exercise or adjacent program. Participants leave with the clarity, language, and operating logic needed to embed Customer Excellence into how the enterprise competes, grows, and earns trust in a consumer-grade world.
Commercialize Customer Experience.
Articulate CX as a source of enterprise value that directly influences trust, preference, and financial performance by determining whether brand promise is believed in real-world moments of care.
Expose Experience-Driven Value Leakage.
Diagnose where friction, effort, and inconsistency across HCP, patient, and field journeys are quietly eroding adoption, adherence, and confidence, despite strong brands, science, and messaging.
Align Promise with Delivery.
Understand how marketing, sales, and customer experience must operate as a single system, with CX accountable for translating brand proposition into lived reality across the Path-to-Prescribe.
Move from Insight to Authority.
Gain the leadership language and operating logic required to move CX beyond surveys and dashboards into a mandate that shapes operating models, incentives, enablement, and cross-functional decision making.
Operate Through Journeys.
Learn how to manage journeys as systems of value creation, shifting the enterprise from activity optimization to friction removal, outcome enablement, and sustained commercial momentum.
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 Bootcamp follows the Learn. Share. Do. Approach because leadership transformation does not come from passive consumption. Participants 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.
Build the Foundation.
Develop a comprehensive understanding of Customer Excellence as a system to enable a seamless connection between brand promise and delivery in complex organizations.
SHARE.
Surface Reality.
Exchange perspectives and real-world experiences with peers, surfacing common challenges, constraints, and practical insights across functions and markets.
DO.
Create Urgency.
Create a clear case for urgency by applying the learning through scenarios, diagnostics, and action planning that define what must change now.
Ready to Schedule?
Get Started Today.
Get the Playbook.
