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The Active Ingredient features expert insights and commentary from leaders of ZS Associates' global pharmaceuticals practice.

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What the GDPR Means for Pharma Marketers

Posted by Pinaki Chakrabarty on Mon, Aug 06, 2018

This year has been a watershed moment for data privacy. In March, the data of millions of Facebook users was harvested by the U.K.-based firm Cambridge Analytica, and was purportedly used to manipulate public opinion. While news of the Facebook/Cambridge Analytica situation went viral, it was just one of more than a dozen data breaches in 2018 alone, which have led to an increasing focus on users’ data privacy. 

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Topics: customer experience, Facebook, GDPR, general data protection regulation, pharma marketers, data protection, data security, digital strategy, Cambridge Analytica

AI Across the Pond: Implementing Next Best Actions in Europe

Posted by Zainul Jafferji on Wed, Jun 27, 2018

There’s no shortage of news about how artificial intelligence techniques are helping us engage customers better in healthcare. Many pharmaceutical companies have visions of Amazon-like targeting serving up Netflix-esque recommendations on how to engage customers better with the right channels, content and cadence.

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Topics: customer experience, Pharma, pharmaceuticals, personalization, Europe, artificial intelligence, EU, AI, machine learning, next-best actions, european market, artificial intelligence & pharma, personalized analytics

Are You Ready to Deliver an AI-Enabled Customer Experience?

Posted by Pratap Khedkar on Tue, Feb 13, 2018

Saby Mitra co-authored this blog post with Pratap Khedkar.

When it comes to cutting-edge analytics initiatives, you’re probably more inclined to think of companies like Amazon and Netflix, which have become synonymous with the savvy use of analytics to gauge customer affinity and deliver recommendations. But pharma companies are—or could be—well equipped to leverage data and analytics to deliver an even better informed and better targeted customer experience.

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Topics: customer experience, Saby Mitra, Pratap Khedkar, artificial intelligence, pharma marketing, data and analytics, pharma companies, cutting-edge analytics

Healthcare’s Misalignment Means Missed Opportunities for All Stakeholders

Posted by Pratap Khedkar on Mon, Nov 13, 2017

Bill Coyle co-authored this blog post with Pratap Khedkar.

The wheels of a car in need of an alignment point in different directions and effectively begin working against each other. As a result, the vehicle works inefficiently, which negatively impacts the driver’s experience and increases the financial pain he feels at the pump. If the problem is ignored for too long, his ability to safely operate the vehicle can become compromised. And when the car is operating at a high speed, the misaligned tires could have devastating consequences, making steering difficult and potentially leading to a crash.

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Topics: customer experience, customer centricity, Pharma, healthcare, healthcare ecosystem, value-based care, patient centricity, pharma companies

International Customer Targeting and Segmentation: How to Establish the Right Process for Your Organization

Posted by Simon Stirrup on Mon, Aug 21, 2017

This blog post is the second in a three-part series on why biopharmaceutical companies should develop and implement an international customer segmentation and targeting strategy, what it takes to get started, and how one company has found success. 

In the first post in this series, we looked at the challenges inherent in translating a philosophy of customer engagement into a practical approach to segmentation and targeting that works at the global level. In this installment, we’ll examine the ways in which an organization can address these challenges and implement an international process for customer segmentation and targeting that enables the right activities to be delivered to the right customers at the right time.

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Topics: customer experience, sales, marketing, Pharma, CX, global strategy, international customer segmentation and targeting, biopharma

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