About
Osman Daggezen
Osman Daggezen is the founder of OD Pharma Consulting and an author and advisor on pharma customer engagement, Omnichannel execution and AI-enabled engagement models. He spent more than fifteen years at Pfizer in customer experience and business technology leadership roles, then led Omnichannel Enablement and Marketing Operations globally at Viatris, where he built multiple global Centers of Excellence with more than 60 team members across 15 countries. Since 2022 he has led OD Pharma Consulting, working with multinational pharma companies across the US, Europe, the Gulf, LATAM and Turkey on Omnichannel strategy, capability building, Next Best Action and measurement. He is the author of Omnichannel Customer Engagement in Pharma (2023), Omnichannel to Optichannel Transformation in Pharma (2025) and The Omnichannel Operating Model (2026). He frequently moderates webinars on pharma Omnichannel, speaks at industry events, and works hybrid between Istanbul and Dubai.
Last updated 29 October 2026
Career
From technology to customer engagement leadership
Founder and Principal, OD Pharma Consulting
A specialist practice delivering Omnichannel strategy, capability building and execution support to multinational pharma companies across the US, Europe, the Gulf, LATAM and Turkey.
Global Vice President, Omnichannel Enablement and Marketing Operations, Viatris
Designed and built the Omnichannel and Marketing Operations function for the newly formed company, leading multiple global Centers of Excellence with 60+ team members across 15 countries and supporting 50+ markets.
Global Senior Director, Customer Engagement Strategy, Pfizer Upjohn
Established the Global Customer Engagement Center of Excellence that enabled Upjohn to operate independently across 50+ countries after its separation from Pfizer.
Leadership roles in customer experience and business technology, Pfizer
Local, regional and global roles leading customer experience strategy, digital solutions for Omnichannel and Marketing Operations, and commercial technology.
Software development and technology project management
Financial and CRM software development, followed by sales and marketing technology project leadership.
Selected work
Key engagements
Multi-year Omnichannel program
Built the customer engagement model for cardio-metabolic and respiratory brands, covering personas, journeys, editorial calendars and KPI frameworks. The work now includes an impact framework that links activity cost to engagement and sales outcomes, validated by regional leadership, and a persona architecture extended to the North Africa cluster.
Digital Excellence organization and CX strategy
Designed the target Digital Excellence organization for the US digital, data and insights team, then co-authored the Customer Experience vision and strategy and supported its rollout through change management and a measurement framework.
Customer-based engagement model for respiratory
Moved respiratory engagement from a product-based to a customer-based model across a portfolio sharing the same HCP universe, with channel and communication prioritization, a KPI strategy and an implementation plan that led to follow-on work.
Omnichannel capability program
Built a train-the-trainer program for the Global L&D function on cross-functional ways of working and customer engagement journey mapping, enabling the internal team to run workshops for Marketing, Sales and Medical teams across the region.
A selection of engagements delivered through OD Pharma Consulting. Client names are withheld in line with confidentiality commitments.
Key facts
- Name
- Osman Daggezen (also written Osman Dağgezen)
- Role
- Founder and Principal, OD Pharma Consulting
- What I deliver
- Omnichannel strategy and customer engagement models, from personas and journeys to channel logic and editorial calendars
- Operating model, organization design and governance for Omnichannel and AI-enabled engagement
- Measurement frameworks that link activity cost to engagement, prescribing behavior and business outcomes
- Next Best Action and signal-based engagement planning, from data readiness to orchestration
- Capability building, workshops and train-the-trainer programs for Marketing, Sales, Medical and Training teams
- Medical Affairs and customer experience strategy, including Voice of Customer capability
- Former roles
- Global Vice President, Omnichannel Enablement and Marketing Operations, Viatris. Global Senior Director, Customer Engagement Strategy, Pfizer Upjohn
- Books
- Omnichannel Customer Engagement in Pharma (2023), Omnichannel to Optichannel Transformation in Pharma (2025), The Omnichannel Operating Model (2026)
- Recognition
- Named among the Top 12 Marketing & Omnichannel experts to follow by Medical.Watch, 2024 and 2025
- Works from
- Istanbul and Dubai
Webinars and industry voice
I frequently moderate webinars on pharma Omnichannel and contribute to industry discussions through LinkedIn, pharmaphorum, Medical.Watch and Indegene. Sessions bring together Commercial, Medical and Digital leaders around practical execution questions.
Background
- EducationMETU, Electrical & Electronics Engineering · MBA
- LanguagesTurkish · English