Unlock the power of CX in Pharma
Transform Your CX Strategy to Deliver More Engaging and Personalized Expreiences at Scale for Patients and HCPs
Now in its 11th year, the PanAgora Pharma CX Summit once again brought together the customer experience leaders of pharma to explore how pharma CX and marketing teams are leveraging technology, data, and design to optimize customer experiences in a real and measurable way.
We had a great time at the show and during our panel discussion where our own Ania Rodriguez was joined by Impel Pharmaceuticals' Jennifer Berman and Joseph Falcone, formerly with Bristol Myers Squibb to discuss the omnichannel patient experience.
The key take-aways from the session were:
1. Involve leadership in understanding patient friction points
2. Bring patients into the process and into decision-making
3. Don't try to boil the ocean
4. Track the important metrics and use them
5. Personalization is king and technology keeps getting better at it
6. Just start! Progress vs. perspective
️7. It's OK to fail - but fail fast and move on
8. No one "does" omnichannel because it keeps evolving
️9. Find moments of truth and solve problems that matter
10. Create the process for the process - to learn and evolve
