Stelios Charitakis — Customer Experience Lead, Mid-Europe Region, MSD.
What does it take to grow a single feedback survey into a Global Voice of Customer (VoC) Program covering 46 countries and more than 10 channels?
Stelios Charitakis, leading CX for MSD in Mid-Europe, will share the journey from the pilot to full scale.
A look back: How MSD CX strategy has changed
Back in 2021, feedback was a one-off project. Fast-forward to today, and it’s a systematic, data-driven engine driving decisions across the business. MSD has moved from occasional surveys to a regular drumbeat of customer listening, powering action at every level.
It all started in Switzerland — one survey, big ambitions
The entire program traces back to one NPS survey in Diabetes for MSD Switzerland. That first step proved its value and set the stage for what came next. What began as a one-off project is now a regular, data-driven cycle that drives meaningful decisions across the business.
Key questions driving change
- How can we give our customers a better experience?
- How can we strengthen CX?
- Where can we boost satisfaction (CSAT) and loyalty (NPS)?
- How do we foster genuine, long-lasting connections supporting customer needs and business goals?
It’s not just talk. These questions turned into practical, measurable improvements.
CSAT = Satisfaction
NPS = Loyalty
Top сhannels for HCP feedback
The program now captures the voice of healthcare professionals across a vast network. The most valuable channels? Digital touchpoints, field team interactions, and targeted feedback after key services. Each channel brings insights, making adjusting quickly and keeping pace with customer needs possible.
MER Region in focus
Stelios will spotlight the case from the Mid-Europe Region, how the program scaled, the change management and what influenced the progress. You can take away results, clear methods, and tips.
Key points will be shared
- Proven ways to scale a VoC program in a pharmaceutical company
- Stepwise rollout from Switzerland to 46 countries
- Integration with omnichannel dashboards — connecting CX metrics to customer and business value
- Which channels bring the highest-value feedback
- Tips on how to drive change management for such projects
Ready to see the future of Pharma CX?
If you’re serious about listening to your customers, improving their experience, and are interested in how to start and scale VoC Program, this is the session you don’t want to miss. Come ready to ask, discuss, and network with Stelios and peers shaping the industry's future.
Join us — Thursday, 12 June, Zurich (offline only), see you soon.