Compared to other industries, the healthcare industry is generally lagging in its customer-centricity, given its understandably conservative, complex and highly regulated parameters. For one, pharmaceutical companies are increasingly affected by the advent of digital technologies and the Internet of Things. Besides having to deal with the entry of generics after patents expiration, Pharma now has to contend with the effects of digital disruption on HCP experience, patient outcome, accessibility and pipeline among others. Customer engagement model has also began to shift from personal interactions such as field force, detailing and congresses to non-personal interactions such as eMed, vDetailing and Apps. Leading healthcare companies must rethink and reshape their business models for better outcomes.
Our team is experienced in designing, planning and implementing Physician-empowered and Patient-centred strategies. From products to outcomes, responsive to predictive, general to personal, expert control to co-creation, KAM and KOL programs to omnichannel marketing, we have provided consultations in the development of new commercial models that pave the way for customer excellence.