Practical, High-Impact Results
Tim van Tongeren
Managing Partner
Princeton, United States
Customer Experience
Tim has worked for more than fifteen years with commercial leaders to navigate their strategic and organizational transformations required to thrive on digital technology change. In his current role as Managing Partner, he leads DT’s Solutions and Consulting offerings to advise the world’s largest pharmaceutical firms on how to best achieve customer experience success through digital transformation. He also directs DT’s ongoing effort to provide the pharma industry with the most relevant insights on digital strategy, digital health, and organizational change.
Tim’s recent client engagements include digital excellence maturity assessments, customer experience strategy definition, digital capability road maps, embedding CXQ® into the fabric of company-wide customer experience measurement, and training (global) marketing teams on reviewing and improving the customer experience of their digital presence.
Prior to founding DT Consulting, Tim served as senior advisor at Eli Lilly’s Digital Hub in Europe and had leadership roles at GlaxoSmithKline’s Digital Centre of Excellence to transform its customer experience and digital analytics capability. Before that, he served in SapientNitro’s Strategy Consulting, helping firms across industries develop and execute their digital marketing strategies and multichannel presence. Tim started his career at Forrester Research as lead analyst of the Customer Experience practice in Europe.
Tim received a bachelor’s degree (B.Sc.) in business economics and a postgraduate degree (M.Sc.) in international business and economics from Tilburg University.
Published Work
The State of Customer Experience in Pharma: Patient Interactions
The State Of Customer Experience In The Pharmaceutical Industry, 2018: HCP Interactions
A Customer Experience Review of One Firm’s Five Major Oncology Websites
Ranking the Experience of European Physicians’ Interactions With Pharma
The State of Customer Experience in European Pharma, 2017; Physician Interactions
Today’s Brand Planning Puts Customer Experiences at Risk in Pharma
The State of Digital Excellence in the Global Pharmaceutical Industry, 2017: Capabilities
Six Success Imperatives for Building a World-class Digital Factory in Pharma
Pharma Marketing Managers Need to Regain Control of Their CX by Investing in Measurement Methods
Digital Excellence in the Global Pharmaceutical Industry in 2016: Organizational Readiness
The Digital-infused R&D Opportunity in Pharma
Discipline Drives Digital Excellence in Pharma
The State of Digital Excellence in the Pharmaceutical Industry in 2015 Capabilities
How Pharma Marketers Find and Select Digital Marketing Agencies
Digital Teams Must Up Their Game to Meet Commercial Expectations
Start Your Digital Transformation Program With Stakeholder Alignment
Overcoming Obstacles to Digital Transformation Success in the Pharmaceutical Industry
Digital Excellence in the Global Pharmaceutical Industry in 2014
Past Experience
Eli Lilly, GlaxoSmithKline, SapientNitro, Forrester