Omnichannel Experience: Your Customer at The Centre of Everything

The proper channel mix to provide personalisation at scale

How does omnichannel transform customer engagement and embrace a connected, collaborative future?

Omnichannel puts the customer at the centre of everything we do: our customers will experience a seamless cross-functional engagement based on a deep understanding of their needs and past engagements with us.

Digital age provides excellent opportunities for engaging with your patients, but is there a way to fully substitute face-to-face contact?

Digital is for us an important part of the channel mix that drives on the one hand our ability to generate customer insights and on the other hand personalisation at scale. From a classical point of view digital plays an important role to increase reach and improve frequency of engagements with our customer, but in the end, it is the customer who decides if face-to-face will be relevant in the future or not. I do not believe that this will be the case and we are thus focusing on Omnichannel and not purely digital marketing.

Christian Schulze is the Head of Omnichannel Platforms, Capabilities & Insights at Lundbeck. He is a digital transformation manager with 15+ years of experience in the pharmaceutical industry. He led successfully multiple large-scale transformations at Bayer and Lundbeck with proven top – and bottom-line growth. While leading strategy his great knowledge of technology delivery, commercial excellence as well as change management makes his transformation plans effective and scalable. Christian believes that digital transformation is as much about building new capabilities as it is about building a new agile culture that grows on change and innovation in a fast and efficient way.