An Executive Guide to Spotting Real Customer Experience vs Department Theater

A corporate-level CXO can turn “customer centricity” from a poster into a performance system, in all industries and especially in pharma, where trust, reputation and confidence are inseparable from growth. But the title only works if you give it teeth, tune the plumbing, and keep the whole C-suite accountable.

A truly outstanding article that I would like to share with, providing a brilliant overview of the topic, including a series of real-life cases, pratical recommendations to avoid failure, and a list of valuable references.

The closed-loop omnichannel ecosystem, powered by AI, is not a distant vision. It is happening now. Business and IT leaders who act today will shape the future of customer engagement in pharma and life sciences. The opportunity is clear: harness AI to create not just efficient systems, but meaningful, lasting connections that drive better health outcomes worldwide.