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What should your short- and long-term visions for customer engagement be if you want to become a truly patient-centric organization?
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October 31, 2023

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11:00am - 12:00pm

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  • What should your short- and long-term visions for customer engagement be if you want to become a truly patient-centric organization?
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The vision of improved patient outcomes requires, in part, seamless HCP omnichannel experiences and personalized customer engagement.

The speed and agility required to stand out today require an integrated and dynamic customer engagement model powered by proven intelligence, robust solutions, and an open and connected ecosystem.

Key takeaways for planning:

  • Now (next 1-2 years): Connect the dots. Get the foundational but crucial data and martech infrastructure in place and interconnected. Make it omnichannel in nature (not just in name), i.e., channels and content working in harmony with one another.
  • Next (2-5 years): Become more dynamic and agile. Consistently build in more AI/ML, predictive, and automated engagement. Ensure decision-making is truly data-/insight-driven and provides the ability to pivot quickly where necessary to align with customers' changing needs
  • Long-term (5+ years): Expand the definition and focus of "customer". Think in terms of a connected ecosystem of stakeholders, with the physician, provider organization (IDNs), patients, and payers all needing engagement strategies. Ensure field, medical, and patient CRMs are (compliantly) integrated. Connect patient insights leading to treatment outcomes

Speakers

Matthew Smith
Sr. Principal, New Commercial Models, IQVIA

Aleksandra Ilic
VP, Solutions, Field Force Operations COE, IQVIA

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