Digital Acceleration And ‘Broken’ Customer Experience: What Pharma Should Look Out For

Biopharma experts discuss at a summit core issues around ensuring that fast-paced digital acceleration does not jeopardize the overall experience of healthcare professionals. Clarity about customer needs/behaviors, embracing a fail-fast, learn-fast mindset and measuring customer experience were among the aspects touched upon.

broken glass
Digital Acceleration Hasn't Always Translated Into Great CX • Source: Alamy

The pandemic has turbocharged pharma’s remote interactions with healthcare professionals (HCPs) - but accelerated deployment of new digital channels without a comprehensive customer-centric strategy or clear internal operating model that backs these initiatives could result in “disjointed” experiences, industry experts have warned.

Addressing the Indegene Digital Summit, Hannah Price, director of CX (Customer Experience) at DT Consulting, underscored the value of customer...

Scrip Podcast

Keep up with the top pharma business news of the week. On the go.

Scrip brings you a weekly bulletin of top picks.

More from Business

Test Roche Head Of Pharma Strategy Karsten Jung On Rebuilding The Portfolio

 

The Swiss pharma company is rebalancing the portfolio, emphasizing best-in-class drugs and moving into new areas like cardiovascular and metabolic disease.

Quick Listen: Scrip’s Five Must-Know Things

 
• By 

In this week's episode: Trump’s UK drug pricing win; Novo explains semaglutide Alzheimer's rationale; J&J and Novartis on this year’s biggest M&A deals; a look at the mixed performance of CAR-Ts; and Akeso’s goals beyond ivonescimab.

Article Without An Author Listed

Here is a short description.

Spotlight On RDCs, AOCs As Leading Novel Bioconjugates[Updated]

Pipelines in bioconjugates continue to develop, from ADCs to XDCs, with radionuclide drug conjugates (RDCs) and antibody-oligonucleotide conjugates (AOCs) leading the expansion.

More from Scrip

EHA: Lilly’s Jaypirca Posts First Phase III Triplet Win In CLL While BTK Degraders Advance - Clone

Lilly's first Phase III triplet win opens the door to a label expansion in BTK-pretreated CLL, with analysts suggesting Jaypica could attain blockbuster status. However, the window to capitalize may be brief as next-generation BTK degraders close in with head-to-head trials.

Top 10 Drugs Q1 2026: New Sheriff In Town As Mounjaro Unseats Keytruda

Mounjaro, Eliquis, and Darzalex buck the Q1 trend to make gains