Mastering CX for specialty care in the digital age
We surveyed 392 commercial and medical affairs executives from across specialty care, to understand where the challenges lie and where investments were being made in CX.
Here’s a snapshot of some of the data:
- A product-centric mindset, holding pharma back: 40% of respondents identified the mindset gap as the least addressed aspect of customer experience
- New channels being invested in: 24% of responses identify increased investment and/or focus on new, additional digital channels as a key means of improving the CX
- Personalized digital HCP experiences not being addressed: 36% said that personalized experience for specialty HCPs, is the area least addressed by their organization
Mastering CX for specialty care in the digital age white paper includes insights from Novartis Oncology, Pfizer, Johnson & Johnson, Takeda, Novartis, Exeevo, Ferring and Takeda Oncology.
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