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When it comes to medical information (MI), health care professionals (HCPs), patients and consumers increasingly bring digital-first, 24/7 access expectations for rapid, accurate responses to their inquiries. Delivering this type of exceptional customer experience requires a well-planned combination of human and AI solutions to truly drive innovation and productivity for pharmaceutical companies.
The key to providing customer-centric medical information is technological agility and flexibility. Accelerated by the pandemic, HCPs and patients have quickly adapted to self-serve, digital access for MI, but still want the option to engage with human experts as required. Artificial intelligence (AI), particularly conversational AI agents, is already being utilized in ways that enhance human expert teams as companies strive to flexibly handle not only the volume of MI inquiries across multiple geographies and languages, but also increasing numbers of ‘off-hours’ requests. As we’ve all experienced during our daily lives, expectations for digital access are increasing at a rapid rate.
To not only improve, but also deepen customer relationships, engagement, and trust, companies need to satisfy customers’ needs for MI more quickly and seamlessly.
This webinar highlights the key strategies MI teams should embrace to best approach expanding their coverage and capability needs through a hybrid AI/human model.
Director, Medical Information and Marketed Product Safety
IQVIA
Simon Johns has over 23 years of experience managing customer projects across all stages of drug development and the product lifecycle. As Director of Medical Information (MI) and Marketed Product Safety, he has been managing global MI projects focused on process optimization and technology enablement that drive enhanced efficiency and customer engagement. Simon is a member of the European DIA Medical Information and Communications Training Team, advising pharmaceutical companies on best industry practices, innovation and automation. He speaks regularly on topics ranging from the benefits of integrating pharmacovigilance and MI to increase compliance and product value to recent PV changes and challenges in Emerging Markets.
Chief Customer Officer
conversationHEALTH
Richard is a C-level executive with 20 years of building brands and businesses in startup and multinational organizations, both in North America and globally. Prior to conversationHEALTH, Richard led a North American strategy agency focused on brand innovation and digital transformation, working with companies like Salesforce and Alphabet. At heart, however, Richard is an industry insider. He was a founding executive at Silicon Valley-based biotech companies and prior to that held a number of leadership roles across Johnson & Johnson businesses.
Managing Editor, Custom Content
Informa Pharma Intelligence
