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Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization.

5 Insights From This Episode
• Scientific thinking becomes a CX advantage… methodical meets imaginative
• Pharma customers span patients, providers, payers, and regulators
• Delegation without orchestration leads to fragmentation
• AI only works when the underlying process is healthy
• Real change lasts when vision, skills, incentives, resources, and action align

CHAPTERS
00:00 Meet Trina from Basel
01:27 When science meets storytelling
03:47 Logic in a creative world
05:50 Blurring science and marketing
08:29 Defining CX in pharma
11:18 Delegation versus orchestration
13:57 First Class Lounge
18:01 Why tech is not the fix
22:51 What change management really requires
25:56 Lessons across six transformation cycles
28:06 Final takeaways and how to reach Trina

Guest Links
LinkedIn: https://www.linkedin.com/in/trinadigiusto/
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).