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Latest Insights
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.
February 2021
By Francesca Properzi with Sudip Sinha and Tim van Tongeren
February 2021
By Francesca Properzi with Carlos Capella and Tim van Tongeren
Randomized clinical trials that evaluate the efficacy and safety of new medicines are a crucial step in pharmaceutical R&D. The traditional clinical trial process, where patients are recruited by and treated and monitored in consolidated research centers, is time-consuming, costly, and poses considerable challenges to participants. Digital technology can transform and accelerate drug development by improving patient experiences and lowering costs. The DT Clinical Trial Digital Tracker Survey is a new methodology to assess the current state of digital adoption by clinical trial sites globally. Results from our inaugural survey indicate that many clinical trial sites are still reluctant to integrate digital technologies into their process and that cost, complexity, and finding the right technologies are the main barriers to digital adoption.
November 2020
By Michael Cook, Tim van Tongeren, and Hannah Price
April 2019
By Tim van Tongeren with Carlos Capella
October 2018
By Tim van Tongeren, Dennis van Rooij and Carlos Capella
Digital teams inside large pharmaceutical firms are reporting progress in setting themselves up to make an impact and prepare the organization to execute its digital transformation. Budgets are up, ambition is strong, and the focus for digital is shifting from building digital capabilities to partnering with business teams to achieve their commercial objectives through digital. Teams must align all of the success factors to increase digital maturity—but our research, involving twenty-four VPs and heads of digital, indicates that no company is there yet.
July, 2018
By Tim van Tongeren and Carlos Capella
March, 2018
By Tim van Tongeren with Dennis van Rooij and Carlos Capella
September, 2017
By Tim van Tongeren and Carlos Capella
Fueled by digital innovation, industry forces are reshaping pharma’s customer base. As payers and providers move to value-based care and patients demand more control and choice, pharmaceutical firms need a new approach to meeting their needs. While rethinking the business using a customer experience (CX) mindset will give pharma companies the direction they need, only three companies received a Customer Experience Quotient (CXQ®) that shows they’ve mastered this approach. The others need to step up their CX transformation effort by expanding the role of design in their organization.
May, 2017
By Peter Reeves with Tim van Tongeren and Dennis van Rooij
Marketers at large pharmaceutical companies can’t determine if their brand plans fulfill their digital potential with customers, as most disregard the basic planning exercises needed to produce a comprehensive digital brand plan. This negligence has several causes, including confusion about compliance requirements, available resources, and strategic intent. While digital and marketing leaders have an arsenal of tactics they can deploy to change marketers’ behavior, they must ultimately take responsibility for simplifying digital marketing. Making digital marketing execution less complex will motivate marketers to improve their brand plans, eventually contributing to the creation of better customer experiences.
April, 2017
By Tim van Tongeren with Dennis van Rooij and Peter Reeves
February, 2017
By Dennis van Rooij with Tim van Tongeren and Peter Reeves
September, 2016
By Peter Reeves with Tim van Tongeren and Dennis van Rooij
July, 2016
By Tim van Tongeren and Dennis van Rooij
May, 2016
By Tim van Tongeren and Dennis van Rooij
July 10, 2015
By Dennis van Rooij and Tim van Tongeren
April 2, 2015
By Tim van Tongeren and Dennis van Rooij
December 17, 2014
By Dennis van Rooij, with Tim van Tongeren
July 24, 2014
By Tim van Tongeren, with Dennis van Rooij
May 22, 2014
By Dennis van Rooij, with Tim van Tongeren
May 22, 2014
By Tim van Tongeren, with Dennis van Rooij
February 28, 2014
By Dennis van Rooij, with Tim van Tongeren