Building strong CX capabilities in pharmaceutical companies requires a comprehensive approach to address strategic and operational challenges. This report emphasizes the need to define a diverse customer base, including healthcare providers, patients, and regulators, to tailor strategies effectively.

A key challenge is breaking down silos between commercial and medical teams. Cross-functional collaboration ensures consistent, cohesive customer interactions, improving both efficiency and satisfaction.

The report also highlights essential CX capabilities, such as data analytics, technology integration, and a customer-centric mindset. Overcoming cultural and data-sharing barriers demands efforts to foster a unified, empathetic, and innovative organizational culture.