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IO: Consensual Deception and Other Lies About Operational Metrics with Richard Schwartz, Life Sciences Industry Practice Lead at Medallia

Outcomes Rocket

IO: Consensual Deception and Other Lies About Operational Metrics with Richard Schwartz, Life Sciences Industry Practice Lead at Medallia

October 19, 2022

IO: Consensual Deception and Other Lies About Operational Metrics with Richard Schwartz, Life Sciences Industry Practice Lead at Medallia

Pharma is looking to understand and embrace customer experience by the minute.

In this episode, Richard Schwartz, Life Sciences, Medical Device, and Digital Health Practice Lead at Medallia, talks about the value of customer insights in life sciences. Many companies in different industries have realized that organizing themselves around their customers can be a very productive decision, and pharma companies are catching on. Richard speaks of the importance of listening to customers’ voices, how call centers and customer support are starting points for this data collection, and why leaders should be aware of it. Throughout his conversation with host Natanya Wachtel, they discuss how making decisions with insights into customers’ needs, sentiments, and emotions can impact a company’s financial profit, employee experience, and research outcomes.

Tune in to this episode to learn about Richard Schwartz’s knowledge of how customer insights are the future of many healthcare companies!

Click this link to the show notes, transcript, and resources: outcomesrocket.health

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