Ruud Kooi (MD Across Health) and Luisa Schirm (VP Global Accounts) share highlights from our latest Global Trends Report, including some of last year's most interesting insights pulled from our industry-leading Navigator365™ and Maturometer™ research. You can look forward to a unique snapshot of what biopharma and its HCP audiences have been thinking and doing in the omnichannel space in 2023, as well as a look ahead at what to expect in 2024 and beyond. Key topics discussed: - Enduring shifts in HCP channel & content affinity & impact - HCP interest in & (dis)satisfaction with biopharma’s digital offerings - The competitive landscape - Insights and key regional trends for EU5, US & APAC Watch the recorded webinar and access the full deck here: http://tinyurl.com/yptwadcm

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Webinars 2024
Key HCP & industry
omnichannel engagement trends
in life sciences (2023–2024)
Webinar #1 – THURSDAY 15/02
Watch our recorded webinar or get access to the full deck >

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The 2023 Across Health Global Trends Report aims to share some of last year’s most interesting insights and
trends pulled from our industry-leading Navigator365™ and Maturometer™ research, to create a unique snapshot
of what biopharma and its HCP audiences have been thinking and doing in the omnichannel space.
Show me Global Trends Report

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We tapped into the wisdom of the crowd…
…we received the predictions on trends and developments for 2023 from you and your industry peers!
The wisdom
of the crowd

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1. How do HCPs prefer to communicate?

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Respondents are asked how they prefer to be engaged with by pharma in the educational setting.
Our industry “wisdom of the crowd” view was that we would bounce back up after the 2022 dip!
Source: Navigator365™ Core, EU5 - Specialists

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It may surprise you, but the upside is in remote engagement! We see there are 3 times more HCPs interested in
remote engagement than are currently participating
60%
40%
81%
19%
Interest in remote engagement with rep/AM Actual remote rep/AM reach in the last 3 months
% among HCPs % among HCPs
Source: Navigator365™ Core, 2023
Show me Navigator365™

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2. How does your digital share of budget
compare with the highest industry
average in years?

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What percentage of your marketing budget is allocated to digital? Will we see the accelerated growth predicted by you?
Source: Maturometer™, EU Biopharma

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Using a robust evidence base is imperative for allocating digital budgets strategically
Combine cost, reach, impact, frequency, purpose of the channel with PLC stage, brand objectives and digital maturity to select the best mix

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In 2024, AI is the new kid on the block. What’s biopharma’s level of interest in AI?
The majority (85%) of European biopharma respondents report some interest in AI in their organization
Source: Maturometer™ 2023, EU biopharma (n=217)
Show me Maturometer™

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The shiny syndrome risk
Most global and local brand teams
better focus on building their digital
capabilities and foundation first.
Generative AI can already be used
for content and creatives, but
personalized strategy requires a lot
more input parameters than what is
currently at hand in most teams.

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3. Is HCP satisfaction rising in line with
this increased investment?

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Source: Navigator365™ Core, EU5 - Specialists
HCPs are asked: "On a scale from 0 to 5, how satisfied are you with the digital interactions offered by
pharmaceutical companies during recent product launches?"

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4. What about customer experience,
how important is that?

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Calculating the NPS score is one thing. But we also want to understand what are the underlying drivers…

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What drives an optimal customer experience?
HCPs are looking for pharma to engage in a way that puts the customer at the centre of any interaction, at a time and in a way that suits them best.
SCOOP! Our 2024 Cx Benchmark will include an extended version of these Cx drivers.
Show me Navigator365™ Cx Benchmark

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How does effective benchmarking lead to improved business outcomes? A recent business case…
C O M P E T I T O R
I N S I G H T S
C U S T O M E R
E X P E R I E N C E
I N S I G H T S
Actionable customer, competitor
& market insights
Improved omnichannel engagement strategy
Improved customer experience
Improved customer engagement KPIs
Improved sales, market share and margin
3
2
1
Show me Navigator365™ Cx Benchmark

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FEB to OCT 2024
Want to know more? Join us on our upcoming webinars
• Give your brand the direction it needs:
Benchmarking for CX excellence
TUESDAY, APR 23TH 16H CET
• Omnichannel Launch Excellence:
The pivotal role of Medical Affairs
THURSDAY, MAY 23TH 16H CET
• Omnichannel upskilling: Transforming customer-
oriented teams into customer engagement experts
THURSDAY, JUNE 13TH 16H CET
• Omnichannel transformation:
Where's the industry at? (Maturometer™ 2024)
TUESDAY, OCT 1ST 16H CET
To sign up:
across.health/2024-webinars

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Talk to us about how our strategic consulting services –
fuelled by the latest HCP and industry insights pulled
from our Navigator365™ and Maturometer™ research –
can help accelerate your journey towards delivering an
unparalleled omnichannel customer experience.

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For more information…
Our ‘Resources & Insights’ portal is the
place to go for more unmissable industry
insights and best practices, as well as an
archive of past blog posts on a range of
omnichannel excellence topics
For more of the year's most interesting
insights and trends pulled from our industry-
leading Navigator365™ and Maturometer™
research, download our free 2023 Global
Trends Report

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Across Health offers end-to-end omnichannel consulting services – built on a robust evidence base – to boost your customer engagement
www.across.health/ecosystem
Show me Navigator365™

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www.across.health