Virtual/digital marketing, sales, and service channels are now key components of the customer experience (CX) mix. However, the pace of digital acceleration to achieve this hasn’t always enabled the creation of desirable or great CX. Forward-looking pharma firms are exploring how these experiences can be delivered better in the future.
In this session, we will explore the ways in which other industries have dealt with this challenge and how pharmaceutical firms can take action.
From this session, you will learn,
- How can you spot the signs that your customer experience is at risk from digital acceleration?
- What are the short-term and long-term challenges you need to overcome to ensure that digital elevates and not harms your CX?
- What are the steps you need to be taking now to mitigate this risk?