The global life sciences industry pivots around single versions of truth -- for instance, data that confirms the safety, effectiveness and commercial upside of a new blockbuster therapy. In the field of customer experience, however, that truth is dispersed across a wide industry value chain. To find success here, life sciences companies need to create a unified ecosystem that provides its customer experience, employee experience and partner enablement functions with a singular view of data, goals and processes.
To understand the progress that global life sciences companies have made harnessing this ecosystem, Cognizant recently commissioned Forrester Consulting to conduct an online survey of 108 customer experience (CX) strategy decision-makers across the industry. The infographic below highlights some of the study’s key findings, shining a spotlight on gaps in the CX ecosystem that life sciences organizations will need to fill if they want to deliver an exceptional customer experience.