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Our research studies on digital transformation, digital excellence, and customer experience in the pharmaceutical industry can give you unique insights, benchmarking data, and hands-on advice today. Uncover how your firm’s digital excellence maturity is affecting the customer experience of patients, physicians, and payers around the world.


October 2021

Medical affairs (MA) organizations increasingly define the experiences healthcare professionals (HCPs) have with pharmaceutical firms. With the rise of digital technologies, MA teams have to change how they think about and execute medical education, seek scientific advice, and engage with communities to discuss scientific advances and medical progress. Experiences will remain personal, relevant, and trustworthy, but pharma firms must understand where and how they interact with HCPs and interpret it from a multichannel perspective—a one-size-fits-all approach to designing interactions and journeys won’t cut it. To deliver seamless experiences that match the preferences of pharma’s scientific stakeholders, MA teams need technical capabilities, a strong vision and plan, key organizational building blocks, and sensitivity to organizational change dynamics in their pursuit of digital maturity.

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