WHITE PAPER
Time to Take Omnichannel Action
Delivering an Optimal Customer Experience Through the Harmony of People-Based and Digital Channels
Jun 11, 2024
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This IQVIA white paper highlights the importance of personalisation in HCP engagement and how today's HCP engagement requires field teams to pursue a customer-centric strategy. The need for a balance between personal and non-personal channels is also discussed, with personal channels like face-to-face interactions still being invaluable for building strong relationships.

There is an underlying need for life sciences organisations to reflect on their current operations, strategies, and capabilities, with a particular focus on customer engagement and communication channels. The paper also highlights the benefits of outsourcing, such as accessing expert knowledge and skills, accelerating implementation and reducing operating costs.

The importance of creating a personalised customer experience should not be overlooked alongside the role of individuals in integrating data and technology to deliver this. The ultimate goal is to genuinely understand and address customer needs, for example through a heightened understanding of their personal engagement preferences.

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