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The journey to becoming customer-centric at Pfizer: Atif Faruqui (Director, Developer Products and Platforms, Pfizer)

The Product Experience

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Pfizer's Customer-Centric Transformation Journey

Exploring Pfizer's shift towards a structured product model centered around customer experience, innovation, and autonomy, triggered by challenges in service quality and overwhelmed employees. The chapter details the identification of improvement areas, involvement of senior leadership, setting up beacon teams for productization, and transitioning to agile principles, despite initial resistance and challenges faced within the organization.

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