Medallia’s PDF emphasizes that customer experience is now a top strategic priority in the pharmaceutical industry, shifting from a once-overlooked concept to a driver of business performance and trust. The guide outlines five focus areas: understanding patient and prescriber sentiment, reducing administrative burdens, evolving patient service platforms with digital tools, delivering real-time responses based on predictive analytics, and using network effects to improve experiences continuously. With AI and real-time feedback, pharma companies can eliminate barriers, personalize care, and increase adherence, leading to better outcomes, loyalty, and long-term growth.

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