How to deliver excellent customer experience to patients
Listening to patient needs and providing relevant support and information lies at the heart of delivering customer experience (CX) excellence. Being patient-centric is not about processes and data, it’s about people. People who are Pharma’s true customers. Yet, despite the rhetoric, many companies are still not getting this right.
In this report, experts challenge the industry to raise the CX bar for patients. It identifies the critical success factors for effective CX strategy and delivery, the role of other stakeholders, the value of digital data and communications and ways to measure CX success.