Mark Bard, with DHC Group, recently spoke with Rich Schwartz, with customer and experience management firm Qualtrics. Rich provides an update on the gap between HCP expectations for content and services from pharma, and how pharma perceives that gap in customer unmet needs. The conversation also touched on innovations in the patient experience space, as well as the importance of including employees in the overall experience management strategy.

"If we’re not listening to customers when we put things out in there and when we should up on their doorstep and taking their feedback and acting on it, we’re starting to see that that’s just not gonna work anymore."