Pioneer in Elevating Customer Experience
Working in the pharmaceutical industry for more than 20 years, spinning from commercial roles and Sales Training Manager to the customer experience arena, I have had the privilege to be involved in the industry evolution from product-centric to what is now patient/customer-centric, and to see how technology enables advancements in all aspects.
Nowadays, partnership with health care practitioners (HCPs) has never been more important. Co-creating medical benefits with HCPs for patients is how we accelerate delivering better outcomes for more patients faster.
Technology has greatly changed the way we work and collaborate in all industries. This change has brought both challenges and possibilities. Responding effectively to changes in the pharmaceutical industry, it is critical to keep up with the movements and seize the opportunities for optimization.
One such example is real world data has become meaningful; another is that scientific knowledge exchange is no longer limited to face-to-face communication. As a result, our service in both quality and speed has been improved exponentially.
My role is to connect the dots - digital innovation, commercial capabilities, customer relationship, business insights with market research, and new product planning – in order to deepen the customer journey that ultimately supports HCPs to perform a timely diagnosis and treatment at the very moment each patient needs.