Pharma customer experience trends and CX measurement best practice

Alongside my DT Consulting colleague Eleni Lee I’ll be appearing at the BHBIA’s 2023 Winter Seminar on Friday to present some of our customer experience data and discuss CX measurement best practices.

More details about the event, which is only open to BHBIA members, are available here. The full programme also includes Novartis’ customer experience activation director Ben Head and content strategy lead Krissie Mee exploring why CX is so important in 2023 and beyond.

Customer experience in Europe: a digital drop-off for the pharma content HCPs most need

There’s a digital drop-off for the pharma content that HCPs in Europe’s five biggest markets say they need the most from the industry.

That’s one of the conclusions from DT Consulting’s latest report on pharma customer experience (CX), which follows our similar studies cover global pharma and the US industry.

Based on a survey of 2,265 healthcare professionals (HCPs), the new research uses our Customer Experience Quotient® (CXQ®) methodology to measure how well doctors perceive their interactions with particular pharmaceutical companies.