It’s that time of the year again at DT Consulting, when the 2024 HCP CXQ® study is in the field, surveying over 6000 healthcare professionals in more than 12 countries across eight specialty areas to capture 'The State of Customer Experience in the Global Pharmaceutical Industry' through the HCP lens [the 5th edition].
Last year’s HCP CXQ® analysis reveals a growing divide between those excelling in customer experience (CX) and those lagging behind over the past year. How can the latter catch up? These laggards require a bolder leadership pioneering with an omnichannel approach to a strong CX vision.
Yet, through our various client engagements, we have discovered that this transition isn't a one-size-fits-all solution. It's a balance of both digital and traditional channels, finely-tuned and tailored to the distinct global, regional, and country scenarios, as well as the therapeutic areas each company deals with, through a data-driven approach with cross-functional teams.
While initiating an omnichannel strategy is fundamental, the real test lies in ingraining this CX ethos deeply into the company’s core. This demands digitally literate, customer-centric leadership that can narrow the widening gap and accelerate a connected experience across their firms Clinical, Medical and Commercial operations.
Discover the learnings from last year’s HCP CXQ® insights:
https://lnkd.in/dXzRFQiu
Please stay tuned for the 2024 results!
#Pharma #Pharmaceuticals #CustomerExperience #CX