Welcome to the second episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation.
Joining Neil in episode two is Paul Simms, the leading Pharma industry expert, known to many as the ‘Pharma Provocateur’ for his role in shaking up the industry.
As an independent thought leader and advisor to many leading pharma players, Paul knows the challenges that the industry faces and is on a mission to disrupt the status quo within the pharma industry. Something he regularly receives praise for from industry figures and commentators alike.
With such a deep understanding of the Pharma Industry there was so much to discuss in this conversation and Paul shared some really thought provoking and useful ideas across a range of topics including:
- What the rise of the customer means within the pharma industry and how it needs to adapt to meet the needs of new informed patients
- What changes fragmented healthcare models need to make to embrace the digital world
- Where most pharma businesses go wrong with innovation and why new innovation needs to sit in the commercial customer facing part of your organisation to be successful.
With Covid-19 shining a bright spotlight on the pharma industry and creating challenges right across the value chain, now is the perfect time to be considering how to enhance your customer experience for competitive advantage. If you’re looking to understand how you can do this, then you’re definitely going to want to listen to this episode.