I had the pleasure to join a panel discussion at the 2023 Indegene Virtual Summit “Future Ready Healthcare” about how pharma can investment smarter into omnichannel and digital transformation of customer engagement.
Whilst the critical role that a seamless, integrated omnichannel approach plays in delivering an excellent customer experience is widely acknowledged, it still seems out of reach for the pharmaceutical industry. In the discussion we explored some key issues plaguing progress. Given that the interactions and relationships formed with the customer are ongoing and interlinked, extending beyond just a single transaction, we’ll look how the industry needs to demand more from its business partners in order to deliver omnichannel transformation.
