Reuters Events | Pharma

Thought leadership and innovation for the Pharmaceutical Industry

Mark Horsley, CEO of major energy provider Northern Gas Networks, recently explained to eyeforpharma why Customer Experience Management (CXM) cannot be left to the marketing function alone, as it currently is.

Even though Horsley’s experience was gathered outside the pharmaceutical industry, his 12-time CX Award winner credentials stand testament to his abilities. Moreover, he has recently found a strong appetite for his teachings amongst big pharma companies.

To ensure his ideas travel far and wide, Mark has been recruited to address eyeforpharma’s Multichannel Customer Experience 2015 Summit in London this October (19-20). He will discuss how to create a people-focused CXM strategy that delivers sustainable profit in a regulated sector.

Horsley, who has been leading NGN since 2011, believes companies with poor CXM treat it as a simple checkbox for marketing departments, whereas those who excel give it a genuine focus throughout the value chain. “It’s not just the end customer – be it the patient or doctor – it’s how you interact within your business”.

Horsley’s latest gig has been as an executive advisor to Pfizer on how pharma can make similar headway. He argues that even if companies do manage to make their workforce care passionately about CX, it can’t then be pushed aside once progress begins to be made. “It’s never a one-off project; it’s an ongoing activity. It’s a journey; it’s not a programme. It must become just business as usual.”