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The information about clinical trials that healthcare professionals (HCPs) receive from pharmaceutical companies leaves much to be desired. Industry materials and interactions don’t meet the expectations of HCPs, who report receiving customer experiences that are just average. No pharma firm achieves customer experience excellence with the clinical trial information it does provide. These gaps between expectation and reality have significant implications for the industry. Most clinical trial participants become aware of clinical studies via their HCPs and decide to enroll in them based on the information their HCPs provide. Nevertheless, nearly all trials either fail to enroll enough participants or miss their enrollment deadlines, increasing sponsors’ costs and delaying potential scientific breakthroughs. So far, recruitment remains a persistent, pivotal obstacle within clinical research.

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