The Healthcare Customer Experience Playbook

The Healthcare Customer Experience Playbook

Healthcare continues to transform at a rapid pace across the globe. In many ways it is a perfect storm of change. There are profound trends that are driving change from global resource constraints to aging populations and the rise of chronic illnesses, to increasing consumer engagement, to broad technology disruption and innovation. The strategic imperative for healthcare providers and industry alike, is to navigate the ecosystem effectively and with purpose to drive better patient outcomes while maintaining a viable economic foundation. Healthcare industry organizations whether it be pharmaceutical, medical device, diagnostics, or others, will survive and indeed “win” when they not only understand the dynamic ecosystem but also use their science and technology acumen to drive innovations in partnership with key customers to inform the solutions that ultimately get delivered to patients. Medical Affairs teams are in the perfect position to lead this change and be an integral part of the strategic infrastructure of a company bringing medical/scientific data-driven value to the company’s success.

4 FEB 2021

Learning Objectives

How to build outstanding experiences?

12 moments of truth that make or break experience across all channels and touchpoints

A week in the life of an HCP interacting with a pharmaceutical company sales representative

What does an outstanding unified experience feel like

How to build a unified experience across channels

A detailed view of 12 channels of engagement and how HCPs perceive interactions through them

Watch The Webinar: Delivering an Outstanding Healthcare Customer Experience (CX)

Duration: 12 minutes, Available on demand


Presenter: Hannah Price, Director of Customer Experience, DT Consulting (An Indegene Company)

Get an exclusive preview of the key findings and trends from the playbook on:

1. What constitutes a great HCP customer experience and the means to improve it

2. How the current pandemic has affected channel engagement preferences for HCPs

Watch Fireside Chat: Revamping Life Sciences' HCP CX Strategy

Duration: 40 minutes, Available on demand


This virtual fireside chat was conducted with experts from diverse industries who shared their experience on:

1. How other industries approach CX and what life sciences can learn from them

2. The CX opportunity for life sciences and how to unlock its true potential