23 episodes

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.

The Rise Of The Customer PEN Partnership

    • Business
    • 4.8 • 6 Ratings

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.

    A Second Opinion Documentary: Is integrated care the cure for ailing health systems?

    A Second Opinion Documentary: Is integrated care the cure for ailing health systems?

    Special Edition: The Life Sciences and Healthcare sectors are transforming faster than ever, and there is no-one more central to that transformation than their ultimate customers: patients.

    This is a special episode brought to you by Shrinivas Anikhindi, author of our Life Sciences editorial Second Opinion, who has taken a deeper look into this transformation with the help of expert guests Paul Simms and Dr. Diane Bell about their experience with this transformation and their advice on how to get it right.

    Clips included in this podcast for the purpose of commentary fall under Fair Use policies. Fair dealing for criticism, review or quotation is allowed for any type of copyright work. Clips: King’s Fund, University of Exeter, Harvard Business School.

    • 33 min
    Episode 21 - Mary Wong and Leo Chancellor - Associate Partners - PEN Partnership

    Episode 21 - Mary Wong and Leo Chancellor - Associate Partners - PEN Partnership

    Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

    In this episode, we take a deep dive into Wealth Management, one of the core sectors we work with, and explore the challenges that lay ahead for the industry. Neil is joined by Mary Wong and Leo Chancellor, both Associate Partners at PEN, who each bring with them a breadth of knowledge and insight from the sector, along with plenty of practical and real-life examples of best practice.

    It’s a fun and interesting episode that explores some key topics including:

    ➡️ The cultural shifts needed to ensure long term success

    ➡️ How to leverage digital technologies and social

    ➡️ The importance of quality customer data

    ➡️ Changing customer expectations and how to engage with customers in the right way

    If you’re in the Wealth Management space and are keen to be part of driving the industry forward to meet the changing needs of your customers, this episode is a must-listen.

    And to find out more about the Future of Wealth Management, head to our website and download the whitepaper now.

    • 57 min
    Episode 20 - Christophe Jauquet - Health Experience Expert

    Episode 20 - Christophe Jauquet - Health Experience Expert

    Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

    In this episode, we’re joined by Christophe Jauquet, Health Experience Expert, Author and International Keynote Speaker. Christophe advises companies and brands on how the health, wellness and consumer sectors are increasingly overlapping. He brings insights and foresights across a range of pertinent topics including customer experience, health marketing, digital health and the future of health.

    During this conversation Neil and Christophe explore:

    ➡️ How to create differentiation through helping people meet their expectations and aspirations

    ➡️ How to integrate health and happiness into your customer strategy

    ➡️ What the ‘healthusiasm’ trend is and what it means for your organisation

    If you’re a business executive wanting to be on the front foot within your industry, this episode will provide you with some real thought-provoking insights.

    • 55 min
    Episode 19 - Navjot Kaur Kalra - NHS Wales

    Episode 19 - Navjot Kaur Kalra - NHS Wales

    Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

    In this episode, we’re joined by Navjot Kaur Kalra, Assistant Director of Digital Transformation in the National Value in Health Programme in NHS Wales. Navjot also leads the Value-Based Health Care Programme in Swansea Bay University Health Board, a large integrated health care organisation within NHS Wales.

    PEN are very proud to have a relationship with the Life Science Hub Wales in which we help to secure strategic partnerships with global Life Sciences companies. These partnerships are designed to pioneer new and collaborative ways of working that address significant healthcare challenges to improve sustainability for all parties.

    Through this work we meet many interesting stakeholders who are involved in the design and implementation of new care models. Navjot is one such person, who through her experience has some fascinating viewpoints and ideas for how Healthcare and Life Science organisations can work together to improve the experience and outcomes that patients want.

    During her conversation with Neil, Navjot delves into many pertinent topics including:

    ➡️ The importance of value-based healthcare and what it really means

    ➡️ How to eliminate inefficiencies in healthcare delivery

    ➡️ How to integrate resources to deliver both experiences and outcomes that patients want

    If you’re a pharma leader wanting to be at the forefront of industry changes, this episode is a must.

    • 52 min
    Episode 18 - Sibéal Pounder - Children's Author

    Episode 18 - Sibéal Pounder - Children's Author

    Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

    In this episode, Neil Sharp is joined by Sibéal Pounder, author of the bestselling Witch Wars and Bad Mermaids children’s book series. This podcast aims to explore all aspects of customer experience across many different sectors, taking inspiration and lessons from each – and this episode definitely fits the bill.

    Neil and Sibéal explore how some of the basic skills and techniques that we use within CX management are actually used within the world of publishing, selling and creating children’s books.

    During this thought-provoking episode they delve into:

    ➡️ The creative process and getting to know your customers

    ➡️ How to align with your customer’s lifecycle changes

    ➡️ The role of social media in interacting with your audience

    Regardless of what industry you’re in, if you’re involved in the development of your customer experience, you’re bound to gain some inspiration from this episode.

    • 53 min
    Episode 17 - Marcus Ineson - govENHANCE - Special Edition

    Episode 17 - Marcus Ineson - govENHANCE - Special Edition

    Welcome to the next episode of The Rise of The Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.

    In this episode we bring you a special edition, which is an unheard section from the conversation we had in Episode 16 with Marcus Ineson. We’re doing a deep dive into the Life Sciences sector and in particular how health care systems and Life Sciences companies need to adapt and evolve to the unstoppable market forces which are sharing consumer expectations.

    Director/Co-owner at govENHANCE, Marcus Ineson, brings with him a range of expertise from the Life Sciences and Healthcare industry and some challenging views on what works well and what needs to change in the design of initiatives across a range of different disease areas.

    During this special edition, Marcus delves into:

    ➡️ Patient Support Programmes (PSPs) and initiatives

    ➡️ Value-based reimbursement models

    ➡️ The sustainability of the healthcare system

    If you work in a Life Sciences company, either as a leader or if you’re directly involved in the design, development or delivery of Patient Support Programmes, this episode will offer some really thought-provoking insights and viewpoints.

    • 48 min

Customer Reviews

4.8 out of 5
6 Ratings

6 Ratings

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