Rick founded qualitative-research-led consultancy Customer Faithful in 2009. He is best known for his healthcare research, working with global Top 20 pharmaceutical companies to develop patient-centricity insights that drive change across the organization. His projects with clients such as Pfizer, Amgen and Teva have included groundbreaking research with patients living with cancer, migraine and asthma, in the US and Europe.

As a qualitative researcher, Rick also enjoys the role of being Customer Faithful’s Innovator-In-Chief! and has developed a number of cutting edge methodologies in patient journey research. Currently, he is using Augmented Intelligence and Machine Learning software to develop new techniques for the large-scale analysis of open-ended comments, across major international languages.

Laura joined M3 Global Research in 2018 and is responsible for the continued growth M3’s offering for virtual, online, and in-person qualitative research across Europe. 

Laura has over 16 years’ experience in international healthcare fieldwork, and has held positions within both full-service and fieldwork agencies. Laura is particularly interested in using innovation and technology to increase respondent engagement. 

Tom Pugh joined M3 as a Business Development Director in 2017, he specialises in real world data and innovation in online tracking.  He has worked in international fieldwork since 2010, holding senior sales roles at major organisations, while also fostering his entrepreneurship, in setting up, and subsequently selling, an online media business.