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Looking back, here are the top things I wish we had the chance to tell you at last week's PanAgora Pharma CX Summit: 1. 𝐓𝐡𝐚𝐧𝐤 𝐲𝐨𝐮 𝐟𝐨𝐫 𝐚𝐭𝐭𝐞𝐧𝐝𝐢𝐧𝐠. Being there made this a fantastic event for all involved. Thank you for your time and commitment to #PharmaCX It was about you, not us. 2. 𝐏𝐡𝐚𝐫𝐦𝐚 𝐢𝐬 𝐟𝐚𝐫 𝐛𝐞𝐡𝐢𝐧𝐝. Not! This is a stigma that we can stomp once and for all. In reality, we heard from numerous speakers at organizations small and large who were blazing trails in some really exciting ways. 3. 𝐌𝐨𝐬𝐭 𝐩𝐞𝐨𝐩𝐥𝐞 𝐠𝐞𝐭 𝐢𝐭 𝐰𝐫𝐨𝐧𝐠. It’s not about thinking outside the box, it’s about thinking differently within it. 4. 𝐇𝐮𝐦𝐚𝐧𝐬 𝐚𝐫𝐞 𝐑𝐞𝐚𝐝𝐲’𝐢𝐬𝐡. Some are, some are not. A lot of change management efforts have focused on breaking down silos, but how many innovation projects are purpose built to improve collaboration, communication and connectivity across teams? 5. 𝐌𝐚𝐜𝐡𝐢𝐧𝐞𝐬 𝐚𝐫𝐞 𝐑𝐞𝐚𝐝𝐲’𝐢𝐬𝐡. Some are, some are not. With the rise of AI, machine learning and automation, combined with the investments in best-in-class SaaS connected ecosystems should be capable of delivering Omnichannel communication at scale, but most aren’t.  There is a disconnect, but it is a different combination for every org. 6. 𝐃𝐚𝐭𝐚 𝐢𝐬 𝐑𝐞𝐚𝐝𝐲’𝐢𝐬𝐡. Yes, but not really. There is so much data, but Orgs are struggling with activating it in Omnichannel use cases across marketing and sales. There are missing layers of context and gaps in connectivity that will slow down the pace of change. 7. 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐏𝐢𝐥𝐨𝐭𝐬 𝐂𝐚𝐧 𝐁𝐞 𝐅𝐥𝐚𝐰𝐞𝐝 𝐛𝐲 𝐃𝐞𝐬𝐢𝐠𝐧. Having participated in, led, designed and measured “pilot” programs… most innovation pilots fail in some way, shape or form. The best pilots fail strategically, by design. The only pilots that truly fail are those that mismanage expectations. 8. 𝐃𝐞𝐬𝐢𝐫𝐞𝐝 𝐎𝐮𝐭𝐜𝐨𝐦𝐞𝐬 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐧𝐞𝐰 𝐊𝐏𝐈𝐬. An outcome is very different than a performance indicator… and I’d argue that most pilots fail because they focus on increasing performance instead of accomplishing desired outcomes. There are so many benefits to testing something new, don’t fall into the KPI trap. Innovation programs require innovative measurement.    9. We are ConstruKtion. We help Humans, Machines and Data work better together. If you attended “Implementing AI to Enhance the HCP Experience” on Day 2, with Jorge Herrera, CCXP, Matt Balogh and Corinne Yaouanq-Lyngberg then maybe you heard this already. We are “new”, this was our first time taking the new Brand out for a spin. 10.  𝐖𝐞 𝐡𝐞𝐥𝐩 𝐩𝐫𝐞𝐬𝐬𝐮𝐫𝐞 𝐭𝐞𝐬𝐭 𝐲𝐨𝐮𝐫 𝐇𝐮𝐦𝐚𝐧𝐬, 𝐌𝐚𝐜𝐡𝐢𝐧𝐞𝐬 𝐚𝐧𝐝 𝐃𝐚𝐭𝐚. Our Team designs enterprise-grade, off the shelf Omnichannel pilots & prototypes.  We work with your Teams, Partners and Stakeholders to tailor them to your “right now”, putting pivotal business use cases in our sights and then working together to arrive at a vested solution.

In the past weeks I have travelled from the #VeevaSummit in Boston to #NextPharma ‘24 in Dubrovnik and now I’m in Lisbon at the #2ndPharma Omnichannel HCP engagement conference. Let me try to summarize some of my learnings and share them with you. The main topics during all three events are #personalization, #AI, data gathering and usage, customer experience and customer centricity, content dynamics, #modular content and of course #omnichannel and change management. I have seen great presentations. Pharma companies sharing their approach on all those topics. Everyone of them had some great examples on how they solved one of the above challenges. But what sticks is the challenge that everyone aknowledge that is still coming into our direction. And it’s coming fast. The HCP is getting used more and more to a personalized approach. In his/her personal life as well as in their daily business. This raises the bar for content creators to have fast access to the data. Use this data and change strategy or just the tactics, adopt this in the communication channels and if done on a global level, localize to markets. Probably you imidiate see the problem of getting all these changes approved. And that is one of the topics I have not mentioned yet. The MLR (approval) process is becoming more and more a bottleneck to have a flexible content marketing process in place. The good news is that AI, automated tagging, modular (partly pre-approved) content is guiding us in the right direction. I don’t have to mention that at all events the role of software in this challenge is a large part of the solution. It was inspiring to encounter so many inspirational leaders and subject matter experts. UBIQ events NEXT Pharma Summit Veeva Systems Shaman

In today’s rapidly evolving healthcare landscape, trust is the most valuable currency in Health Care Professional (HCP) engagement. For biopharma leaders, the strategic imperative is clear: ethical and innovative HCP engagement is no longer just a compliance necessity—it’s the most effective path to commercial excellence. I came across a recent Deloitte report highlighting a future where personalized therapies, generative AI, and augmented reality redefine HCP interactions. Yet, amidst technological advancements, one principle stands strong—𝐭𝐫𝐮𝐬𝐭 𝐝𝐫𝐢𝐯𝐞𝐬 𝐑𝐎𝐈. At Xcellen, we empower life sciences companies to build this trust by transforming their engagement strategies: ▶️ Human-centric design that prioritizes user experience. ▶️Insight-driven platforms for seamless, omnichannel communication. ▶️Compliance-first processes to ensure transparency and integrity. ▶️The value is undeniable—enhanced HCP satisfaction, operational efficiency, and top-line growth. 𝐇𝐨𝐰 𝐚𝐫𝐞 𝐲𝐨𝐮 𝐩𝐫𝐢𝐨𝐫𝐢𝐭𝐢𝐳𝐢𝐧𝐠 𝐞𝐭𝐡𝐢𝐜𝐚𝐥 𝐇𝐂𝐏 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐢𝐧 𝐲𝐨𝐮𝐫 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲? #pharma #hcpengagement #business #productivity #strategy #goals #Xcellen

Interesting conversations, panel discussions and fireside chats on today’s League Connect Digital Summit 2024 conference. Healthcare’s most innovative minds, come to share What is Change? How is AI shaping the context of Healthcare?  How can we integrate new technologies and capabilities into healthcare without removing the human touch from patient interactions? Excited to share insights from today's Summit: 1.    Changemaker Archetypes: Discover the diverse strategies driving transformation in organizations through three main archetypes: Builders, Navigators, and Integrators. Each brings a unique approach to change and innovation. 2.    Consumer Understanding: Learn from successful brands like Nike, who prioritize deep understanding of customer journeys, motivations, and decision-making. This knowledge is essential for informed decisions and impactful experiences. 3.    Healthcare Trust and Transparency: Trust, transparency, and curiosity are paramount in healthcare, fostering consumer trust both within and outside the organization. Embrace a consumer-centric approach and proactive service recovery. As we embark on driving change, let's embrace the discomfort of transformation, navigating the challenges of Tech + People + Care. If any of you attended the virtual summit, feel free to share your learnings. #ChangeMakers #ConsumerUnderstanding #HealthcareTrust #TransformationJourney

Exclusive Trend Report just released: Digital and data analytics capabilities emerged as key investment areas for 2024, alongside a clear spotlight on growing patient solutions. Download this survey-based report by Reuters Events today: Reinforce your 2024 strategy – explore our exclusive annual trend report today! https://bit.ly/4bWNyu2 Takeaways from experts at Bayer, Astellas, Otsuka, UCB and more include: • Meet HCPs, patients and wider stakeholders where they are through advanced data and analytics capabilities • Cultivate holistic customer relationships through cross-functional collaboration and diversified skillsets • Reinforce omnichannel strategy by doubling down on digital implementation and personalization priorities • Evolve Medical Affairs’ role from supportive to strategic through enhanced communication and adopting platforms primed for insight reporting

🚀 **2025 Brand Planning: Transforming Patient Services in Pharma!** 🚀 It's that time of the year again—brand planning season for 2025! As we gear up to shape the future of patient services in the pharmaceutical industry, let's focus on the game-changing trends that will drive our success: 1. **💡 IRA (Inflation Reduction Act)**: Mastering the IRA is key to optimizing patient access and affordability. Ensure your strategies are in sync with the latest regulations and policies. Many of our clients, and vendor partners, are bringing this to the top of their list of 2025 ideation. 2. **🤖 Artificial Intelligence (AI)**: Harness the power of AI to elevate patient engagement, streamline operations, and deliver personalized care. AI-driven insights can revolutionize our approach to patient services. Maybe this is 2025, maybe it's part of your three-year strategy, but it has to be included or you're falling behind! 3. **🌟 Personalized User Experience**: Creating tailored experiences to meet individual patient needs is no longer optional—it's a must. Focus on crafting seamless, personalized interactions that boost patient satisfaction and outcomes. Balancing this with today's budget conscious environment can be tricky, but it's definitely possible! All of this needs to be achieved while keeping an eye on budget constraints. It's about innovating and finding solutions that maximize impact without breaking the bank. 📞 **Call to Action**: Ready to revolutionize your patient services strategy for 2025? Reach out to learn more about how we can help you seamlessly integrate these trends into your brand plans. Let's make 2025 a year of transformation and success! #PatientServices #PharmaIndustry #BrandPlanning2025 #IRA #AI #PersonalizedExperience #Innovation #BudgetSmart

Exclusive Trend Report just released: Digital and data analytics capabilities emerged as key investment areas for 2024, alongside a clear spotlight on growing patient solutions. Download this survey-based report by Reuters Events today: Reinforce your 2024 strategy – explore our exclusive annual trend report today! https://lnkd.in/dbhpS7tP Takeaways from experts at Bayer, Astellas, Otsuka, UCB and more include: • Meet HCPs, patients and wider stakeholders where they are through advanced data and analytics capabilities • Cultivate holistic customer relationships through cross-functional collaboration and diversified skillsets • Reinforce omnichannel strategy by doubling down on digital implementation and personalization priorities • Evolve Medical Affairs’ role from supportive to strategic through enhanced communication and adopting platforms primed for insight reporting