<div>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.</div><div><strong>What You’ll Learn:</strong></div><ul><li>How to reposition your field force from message-pushers to insight-gatherers</li><li>Why hiring 50% of your customer experience team from outside pharma unlocks competitive advantage</li><li>How to turn objections into product innovation signals using AI-powered debrief workflows</li><li>The RFM framework as an underutilized tool for pharma customer segmentation</li><li>Why customer service channels are goldmines of strategic insight that most pharma organizations ignore</li><li>How to engage younger physicians outside clinical settings where they actually have time to decide.</li></ul><div>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.<strong>Episode Highlights</strong></div><ul><li>[00:00] Introduction</li><li>[02:09] From Medicine to Market</li><li>[03:58] Medical vs. Sales: Who Really Listens?</li><li>[06:15] Customer-Centric Pharma Starts with Listening</li><li>[08:46] Flipping the Funnel: Reps as Insight Engines</li><li>[11:26] AI in the Driver’s Seat</li><li>[13:56] Experiment, Fail, Learn, and Repeat</li><li>[16:56] The Hiring Strategy That Works</li><li>[20:50] RFM in Pharma</li><li>[22:14] Meeting HCPs Where They Scroll</li><li>[23:18] Jens’ Advice to His Younger Self</li></ul><h1><strong>Episode Resources:</strong></h1><ul><li>Jens Øllgaard on <a href="https://www.linkedin.com/in/jensoell/">LinkedIn</a></li><li>Novo Nordisk <a href="https://www.novonordisk.com/">Website</a></li><li>Jonathan Kaskey on <a href="https://www.linkedin.com/in/jonkaskey/">LinkedIn</a></li></ul><div>XSUNT Corporation <a href="http://www.xsunt.com/">Website</a></div><div>Or join the Pharma Sessions Substack:<a href="https://pharmasessions.substack.com/">www.pharmasessions.substack.com</a></div>

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