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What Happens When Pharma Starts Listening?

Pharma Sessions

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In this episode of Pharma Sessions, host Jonathan Kaskey is joined by Jens Øllgaard, Head of Customer Experience at Novo Nordisk, to discuss how forward-thinking pharma leaders are dismantling silos between medical and commercial teams, leveraging AI-driven insights, and fundamentally reimagining how field teams create value in an era of declining physician access.
What You’ll Learn:

  • How to reposition your field force from message-pushers to insight-gatherers
  • Why hiring 50% of your customer experience team from outside pharma unlocks competitive advantage
  • How to turn objections into product innovation signals using AI-powered debrief workflows
  • The RFM framework as an underutilized tool for pharma customer segmentation
  • Why customer service channels are goldmines of strategic insight that most pharma organizations ignore
  • How to engage younger physicians outside clinical settings where they actually have time to decide.
Jens is an innovative leader in Customer Experience and Commercial Excellence at Novo Nordisk, bringing a unique perspective shaped by dual expertise as a medical doctor and experienced pharmaceutical strategist. With a background spanning clinical practice, research, and medical scientific liaison roles, Jens has spearheaded the critical intersection of medical, commercial, and data-driven strategy, challenging traditional pharma approaches to HCP engagement.
Episode Highlights
  • [00:00] Introduction
  • [02:09] From Medicine to Market
  • [03:58] Medical vs. Sales: Who Really Listens?
  • [06:15] Customer-Centric Pharma Starts with Listening
  • [08:46] Flipping the Funnel: Reps as Insight Engines
  • [11:26] AI in the Driver’s Seat
  • [13:56] Experiment, Fail, Learn, and Repeat
  • [16:56] The Hiring Strategy That Works
  • [20:50] RFM in Pharma
  • [22:14] Meeting HCPs Where They Scroll
  • [23:18] Jens’ Advice to His Younger Self

Episode Resources:

XSUNT Corporation Website
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www.pharmasessions.substack.com
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