Episode 4 - Business Insights: The Future of Customer Experience and Omnichannel for Biopharma

Our host, Matthew Smith, Sr. Principal, New Commercial Models & Digital Health, IQVIA, is joined by Madhavi Ramakrishna, Global VP of Cx, Data, Digital and Omnichannel at GSK, and Indraneel Mukherjee, a Sr. Principal in IQVIA’s strategy consulting group, to explore the future of customer experience and omnichannel for biopharma. In this episode, our experts dive into the reasons why during the pandemic, most biopharma organizations invested significantly in their virtual and digital marketing channels, systems, and technologies – many instances trying to scale them almost overnight. They discuss that most companies recognize this as a priority and have programs in flight to modernize their ecosystems, generate the necessary customer insights, and upskill their people to be able to “deliver omnichannel.” Most importantly, the panel looks into the future (5+ years from today) – where do we want to be and what needs to be true to get there?

Om Podcasten

The pace of change in healthcare is accelerating. Our understanding of how data, technology and scientific expertise can come together is only getting more precise. In this podcast, leaders from IQVIA lead discussions on the issues, innovations, and collaborations that are making an impact on health and business outcomes. Topics will include new approaches to clinical development, leading-edge technologies and methodologies that extract more value (and less work) from healthcare data, and strategies that ensure the right medicines get to the right patients, faster. IQVIA is a world leader in using data, technology, advanced analytics and expertise to help customers drive healthcare - and human health - forward.