Customer experience intersects with all phases of marketing, and an optimal CX should be the goal of every program, campaign, or initiative. There are, however, some inevitable bumps in the road to optimal customer experience. Clinician and administrative engagement leaders are increasingly looking to experience insights to shape and validate efforts on and offline. While the appetite has never been higher, some things are holding industry back from realizing the value other B2B focused industries see. Whether it's organizational, technological, or simply our industry in general, our panel will identify some of those challenges and discuss ways of mitigation.
• Discuss some of the challenges (internal buy-in, regulatory, budget, technology, measurement, etc.) that can appear on the pathway to optimal CX
• How can experience data support the total office engagement to increase affinity and decrease practice burden (clinical, logistical)?
• How is clinician experience activation connected to business objectives?
• The connector between the optimized professional experience to help the MD and office serve the patient?
Heath Morlok, Associate Director, Oncology, Integrated Customer Engagement, Merck
Peter Chiappano, Associate Director, Emerging Technologies & Digital Strategy, Novo Nordisk
Mahesh Kolar, Senior Director, Commercial Operations, LEO Pharma
Moderated by: Stephanie Garrison, Lead, Digital Marketing US, Idorsia