Specialty care continues to boom. By 2023, the market is set to reach $505 billion. It’s a bullish outlook, yet there’s a problem. Pharma is struggling to serve specialty clinicians in the way it, and they, would like. Which is why we surveyed 392 commercial and medical affairs executives from across specialty care, to understand where the challenges lie and where investments were being made in CX.

Here’s a snapshot of some of the data:

  • A product-centric mindset, holding pharma back: 40% of respondents identified the mindset gap as the least addressed aspect of customer experience
  • Lack of talent and data: 25% said lack of expertise or the right data was the biggest challenge in creating a great customer experience in specialty care
  • New channels being invested in: 24% of responses identify increased investment and/or focus on new, additional digital channels as a key means of improving the CX
  • Personalized digital HCP experiences not being addressed: 36% said that personalized experience for specialty HCPs, is the area least addressed by their organization

Access the whitepaper and you’ll also gain insights from the following CX speciality care leaders:

  • Samer Ansari, Head of Digital & IT, Takeda Oncology
  • Indranil Bagchi, SVP and Worldwide Head, Value & Access, Novartis Oncology
  • Luca Dezzani, VP US Oncology Medical Affairs, Johnson & Johnson
  • Daniel Johnson, Head of Business Operations, GI/Neurosurgery, Takeda
  • Vaibhav Katkade, MD, PhD, Medical Therapeutic Area Lead – Global, Pfizer
  • Susana Martinez Castro, BU Director of Gynecology, Urology, & Gastrology, Ferring
  • Andrija Tomovic, Oncology General Manager, Bulgaria and North Macedonia, Novartis
  • Chris Wade, Associate Vice President, Strategic Solutions, Exeevo