Life sciences customer experience: what’s next?

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For years, there has been talk in the life sciences sector about how best to evolve the commercial model to move from push-based to pull-based models. However, not enough has been done to truly achieve this. Over the past year, there has been growing evidence in the industry of a change of approach to one that is more strategic and transformational, putting the necessary customer engagement capabilities and enablers in place.

The best companies obsess over solving their customers’ biggest problems first, knowing that, if they do, the relationship will be secure.

The best companies obsess over solving their customers’ biggest problems first, knowing that, if they do, the relationship will be secure. It’s time to engage customers beyond the simple provision or exchange of information. The competitive environment, in many industries, has moved toward value-adding services that allow these companies either to differentiate from the competition or, even, to create completely new markets.

The article examines the three strategic options that life sciences can take to customer engagement design and experience.

The article was written by:

  • Aaron Bean
    Director, Life Sciences, Ernst & Young LLP, UK
  • Frank Kumli
    Executive Director, Life Sciences, Ernst & Young AG, Switzerland
  • Gabriele Vanoli
    Partner, Life Sciences, Ernst & Young AG, Switzerland

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