Welcome to The Rise of the Customer podcast from PEN, the go-to podcast for CX professionals.
Hosted by PEN Partner, Neil Sharp, this series gives you the latest and greatest insights from the world of CX. Helping you to transform your organisation, improve the experience your customers receive and ultimately grow your bottom line.
In this series we’ll introduce you to a range of forward-thinking industry leaders and CEOs, who’ll share their stories, perspectives and opinions on all things CX – Giving you ideas, inspiration and practical insights that will help you transform your organisation.
If you want to hear what the industry leaders are doing when it comes to CX and how you can emulate their success, you’re going to want to subscribe to this podcast.
Episode 2 – Paul Simms
Welcome to the second episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.
Joining Neil in episode two is Paul Simms, the leading Pharma industry expert, known to many as the ‘Pharma Provocateur’ for his role in shaking up the industry.
As an independent thought leader and advisor to many leading pharma players, Paul knows the challenges that the industry faces and is on a mission to disrupt the status quo within the pharma industry. Something he regularly receives praise for from industry figures and commentators alike.
With such a deep understanding of the Pharma Industry there was so much to discuss in this conversation and paul shared some really thought provoking and useful ideas across a range of topics including:
➡️ What the rise of the customer means within the pharma industry and how it needs to adapt to meet the needs of new informed patients
➡️ What changes fragmented healthcare models need to make to embrace the digital world
➡️ Where most pharma businesses go wrong with innovation and why new innovation needs to sit in the commercial customer facing part of your organisation to be successful.
With Covid-19 shining a bright spotlight on the pharma industry and creating challenges right across the value chain, now is the perfect time to be considering how to enhance your customer experience for competitive advantage. If you’re looking to understand how you can do this, then you’re definitely going to want to listen to this episode.
Episode 1 – Teddy Nyahasha – One Family
Welcome to the first episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals. Each episode we’ll introduce you to a forward-thinking industry leader or CEO who’ll share their stories, perspectives and opinions around CX. You’ll gain inspiration and practical insights to help you transform your organisation.
In this episode your host, Neil Sharp, speak to Teddy Nyahasha, Chief Executive of One Family, the leading UK friendly society based in Brighton.
Since joining the organisation Teddy has been instrumental in driving greater organisation efficiency, stronger performance, and reinforcement of member focused values, all through a focused commitment to customer experience.
With Teddy’s wealth of experience and insights, there was a lot to explore in this episode including:
➡️ The ethos of the friendly society movement, how it has been rediscovered and is evolving in the 21st century.
➡️ How mutuals may actually be re-emerging as a natural home for customers who want companies they trust to do the right thing.
➡️ The importance of being guided by your customers and why being nimble, recognising that no one size fits all, is key to serving your differing customers’ needs
➡️ How continually reinforcing ethos, ideals and values throughout your organisation is key to becoming more customer centric
If you want to understand how the expectations of today’s financial services customers are changing and what you need to do to make your FS business truly customer centric then you’re going to love this episode.