Customer Experience Transformation - Organization mindset shift
- Changing Customer Expectations - Challenges and Opportunities for Pharma
- Customer Experience Focus Across the Organization
#FutureReadyHealthcare
The life sciences industry's commercial model is still mostly centered around the concept of driving blockbuster-type drugs. This approach, however, increasingly fails to deliver commercial success as the industry’s portfolios are shifting toward specialized drugs, complex drugs, personalized medicine and owning entire disease categories with various products to drive better health outcomes.
The fundamentals of delivering blockbuster customer experience requires new approach towards customer experience transformation strategy, customer journey and engagement, capability reorganization, and data & analytics.
The velocity of technological innovation has made its way into every aspect of daily life. It has rapidly changed the way we consume health information, seek treatment and has had a major impact on the patient/doctor relationship. These unprecedented advances in technology combined with more informed and demanding patients continue to disrupt care delivery and create new risks and opportunities for pharma companies. This presentation will focus on the key technology trends shaping patient behaviour and the commercial landscape, the move from point of care to care everywhere, and focus on the need to love data, speed up, and provide assistance as fundamental tenets for business success in the 21st Century.
When it comes to digital transformation and customer experience, Pharma is not where it should be. With other industries rapidly integrating digital and customer experience focus in their strategies, Pharma organizations can learn from outside and quickly design their own path of evolution in an era of complex portfolios and personalized customer engagement. One of the key elements to achieve this transition is a shift in mindset across the organization. In the current healthcare ecosystem, organizations can get access to the best systemic benefits generated by technology, but if you’re not shifting mindset, the benefits do not translate into actual business outcomes.
Hear how addition of digital assets like the app to a drug or therapy and moving it upstream to actually include in the clinical trial, could be the next big thing over the horizon for today’s pharma industry. The keynote provides interesting insights and real-life examples on how AI, ML, and big data can be incorporated within the pharma domain to unlock value. The talk primarily focused on how these advanced technologies are revolutionizing the early phase research and clinical trials, digital therapeutics, and commercialization space.
Watch discussion highlights from Panel 4
Panel focused on how small pharma organization and biotech CEOs, who are building their organizations from ground up, can leverage their exhaustive industry knowledge to incorporate customer experience in every facet of their business. Delivering personalized customer experiences results in long-term impact on patients’ lives as well as the revenues of the company
Blockbuster Customer
Experience
Customers require
a more meaningful and relevant dialogue as their
need for quality information is increasing and
therefore, commercial success depends on
providing the right treatment to the right
patient. As the lifetime value of these
customers grows along with their expectations
for more value and ease of engagement, it has
become a matter of survival for pharmas to
accelerate their digital evolution and deliver a
blockbuster customer experience.
Customer Experience
Let
Customer Experience Obsession drive business
outcomes
Cross Industry
Learning
Explore the best
practices from other industries contextualised
for pharma
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