{"id":26547,"date":"2021-11-30T16:18:03","date_gmt":"2021-11-30T16:18:03","guid":{"rendered":"https:\/\/digitalhealthcoalition.org\/?page_id=26547"},"modified":"2021-11-30T20:32:41","modified_gmt":"2021-11-30T20:32:41","slug":"article-emerging-technologies-are-changing-how-pharma-interacts-with-customers-north-highland","status":"publish","type":"page","link":"https:\/\/digitalhealthcoalition.org\/?page_id=26547","title":{"rendered":"Article: Emerging Technologies Are Changing How Pharma Interacts With Customers &#8211; North Highland &#8211; Nov 2021"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"26547\" class=\"elementor elementor-26547\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-48a3120e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"48a3120e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-extended\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-3e170bd6\" data-id=\"3e170bd6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4049d01 elementor-widget elementor-widget-heading\" data-id=\"4049d01\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Article<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52454ac8 elementor-widget elementor-widget-heading\" data-id=\"52454ac8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Emerging Technologies Are Changing How Pharma Interacts With Customers<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-3cfdaeb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3cfdaeb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8e69667\" data-id=\"8e69667\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a44edb4 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"a44edb4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"far fa-calendar-alt\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-94eee3e\" data-id=\"94eee3e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fdd7bc3 elementor-widget elementor-widget-heading\" data-id=\"fdd7bc3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">November 2021<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-e88658e elementor-widget elementor-widget-image\" data-id=\"e88658e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1000\" height=\"444\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/07\/customer-experience-pharma.jpg\" class=\"attachment-full size-full wp-image-23866\" alt=\"customer experience in pharma\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/07\/customer-experience-pharma.jpg 1000w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/07\/customer-experience-pharma-300x133.jpg 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/07\/customer-experience-pharma-600x266.jpg 600w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/07\/customer-experience-pharma-768x341.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38cbc52 elementor-widget elementor-widget-spacer\" data-id=\"38cbc52\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1941ac4 elementor-widget elementor-widget-text-editor\" data-id=\"1941ac4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The COVID-19 pandemic has only accelerated the shift to digital. Consumers have a world of convenience at their fingertips, from mobile payments to grocery delivery. As digital consumer products grow more intuitive, convenient, and ubiquitous, pharmaceutical companies are being forced to rethink traditional ways of engaging customers. After all, healthcare providers (HCPs) are consumers too, and they are looking for the same seamlessness and convenience that they find in other products.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Amy Turnquist<\/span><\/b><span data-contrast=\"auto\">, Principal in North Highland\u2019s Life Sciences Practice, moderated a panel discussion on \u201c<\/span><a href=\"https:\/\/www.youtube.com\/watch?v=hULWzpnyPDo\"><span data-contrast=\"none\">Emerging Technologies Enhancing the Pharma Customer Experience<\/span><\/a><span data-contrast=\"auto\">\u201d at the <\/span><a href=\"http:\/\/cxt.panagorapharma.com\/\"><span data-contrast=\"none\">Pharma CX Tech Summit 2021<\/span><\/a><span data-contrast=\"auto\"> on October 6. Panelists included <\/span><b><span data-contrast=\"auto\">Beerju Patel<\/span><\/b><span data-contrast=\"auto\">, Non-Personal Promotion Lead, Media Strategy, AstraZeneca; <\/span><b><span data-contrast=\"auto\">Corinne Yaouanq-Lyngberg<\/span><\/b><span data-contrast=\"auto\">, Director, Omnichannel Strategic Enablement, Novo Nordisk; and <\/span><b><span data-contrast=\"auto\">Dany De Grave<\/span><\/b><span data-contrast=\"auto\">, Sr. Director, Digital Transformation, Sanofi.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">New technologies have brought about an information revolution, and AstraZeneca has piloted social talking service <\/span><a href=\"https:\/\/www.ililli.co\/\"><span data-contrast=\"none\">ililli<\/span><\/a><span data-contrast=\"auto\"> (eye-lily) to spark discussion among HCPs at healthcare conferences. The platform enables micro-podcasting, where users can share 15-second audio clips to summarize key ideas, bringing together pharmaceutical manufacturers, key opinion leaders, and conference participants.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Pharma companies are also using emerging technologies to improve the patient experience and patient outcomes. Novo Nordisk is leveraging natural language processing to direct patient questions and requests to the correct patient services representatives. This has significantly improved response speed. At the same time, machine learning has enabled Novo Nordisk to generate more effective and personalized email advertisements for HCPs.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Sanofi is even exploring how artificial intelligence can find blind spots in the data used to engage customers. AI can test whether previously unexplored factors, like the day\u2019s weather, might impact the success of promotional strategies. By making Sanofi aware of previously unconsidered data points, AI can give the most holistic picture yet of why customer engagement efforts succeed or fail.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Leadership alignment is the essential ingredient for a successful internal rollout of digital technologies. If these new technologies are not built into enterprise strategy and organizational culture, adoption can become a major limiting factor. But, getting internal users to adopt new technologies is only half the battle\u2014if tech strategy is decided in a vacuum, customer satisfaction will be low. Effective customer-centered digital strategies are built around customer research that determines how, when, and with what information customers want to be engaged.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The pharmaceutical industry\u2019s digital revolution is well underway, with companies adapting the use of newly mature technologies originally developed for other applications. Going forward, however, pharma companies must invest their resources and efforts in creating tailored digital solutions that solve pharma\u2019s unique needs for enhanced security, privacy, and customer centricity.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-455b4fe elementor-widget elementor-widget-spacer\" data-id=\"455b4fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e964512 elementor-widget elementor-widget-spacer\" data-id=\"e964512\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71c66c5 elementor-widget elementor-widget-spacer\" data-id=\"71c66c5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-186d68a\" data-id=\"186d68a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-56b04a2 elementor-widget elementor-widget-heading\" data-id=\"56b04a2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">About the Author<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79d142a elementor-widget elementor-widget-image\" data-id=\"79d142a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"664\" height=\"582\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-30-at-3.29.31-PM.png\" class=\"attachment-full size-full wp-image-26566\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-30-at-3.29.31-PM.png 664w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-30-at-3.29.31-PM-300x263.png 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-30-at-3.29.31-PM-600x526.png 600w\" sizes=\"(max-width: 664px) 100vw, 664px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1dd152d elementor-widget elementor-widget-heading\" data-id=\"1dd152d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Christopher Stein<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-479f0c8 elementor-widget elementor-widget-text-editor\" data-id=\"479f0c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Chris is a Management Consultant at North Highland. You can learn more about Chris on<br><a href=\"https:\/\/www.linkedin.com\/in\/christopher-stein-2537a577\/\" target=\"_blank\" rel=\"noopener\">Linkedin<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f8524a elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9f8524a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe82e96 elementor-widget elementor-widget-heading\" data-id=\"fe82e96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">What to Explore Next<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7d2701 elementor-widget elementor-widget-image\" data-id=\"c7d2701\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1876\" height=\"1124\" src=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-18-at-12.29.47-PM.png\" class=\"attachment-full size-full wp-image-26271\" alt=\"\" srcset=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-18-at-12.29.47-PM.png 1876w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-18-at-12.29.47-PM-300x180.png 300w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-18-at-12.29.47-PM-1024x614.png 1024w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-18-at-12.29.47-PM-600x359.png 600w, https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/Screen-Shot-2021-11-18-at-12.29.47-PM-768x460.png 768w\" sizes=\"(max-width: 1876px) 100vw, 1876px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-438520c elementor-widget elementor-widget-heading\" data-id=\"438520c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\"><a href=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/CustomerExperienceFinalPOVNov2021.pdf\">Customer Experience in Life Sciences<\/a><\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3649d56 elementor-widget elementor-widget-text-editor\" data-id=\"3649d56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This report is the summary of collaboration between DHC Group and Medallia on the latest insights, opinions, and data throughout the life sciences industry, its leading experts, and its customers.\u00a0<a href=\"https:\/\/digitalhealthcoalition.org\/wp-content\/uploads\/2021\/11\/CustomerExperienceFinalPOVNov2021.pdf\" target=\"_blank\" rel=\"noopener\">Read More &gt;&gt;<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c37adca elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"c37adca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1726114 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1726114\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-1c4bc65\" data-id=\"1c4bc65\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div 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Consumers have a world of convenience at their fingertips, from mobile payments to grocery delivery. As digital consumer products grow more intuitive, convenient, and ubiquitous, pharmaceutical companies are being forced to rethink traditional&#8230;<\/p>\n","protected":false},"author":5,"featured_media":16326,"parent":0,"menu_order":100,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-26547","page","type-page","status-publish","has-post-thumbnail","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.1.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"Article Emerging Technologies Are Changing How Pharma Interacts With Customers November 2021 The COVID-19 pandemic has only accelerated the shift to digital. Consumers have a world of convenience at their fingertips, from mobile payments to grocery delivery. 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