Remember back in March and April and May of 2020, when people prefaced their plans for the future with, “When we get back to normal”? We never did, and we never will. The COVID experience has forever changed how all of us view the world, how we interact with each other … and, of course, how we interact with healthcare brands and what we expect from them. In seeking out insights from pharma’s wise heads for Med Ad News’ annual Agenda report, we tried to maneuver around COVID at least a little, to see what else was going on in the industry. But the plain fact is that we couldn’t, not really.

Havas Health & You announced their continued investment in Customer Experience and Innovation with several leadership changes. 

Much of the conversation at CES 2021 had to do with the emergence of “digital leaders” and “digital laggards” and what an organization finding itself behind the digital transformation curve can do to pull forward.  

Havas Health & You (HH&Y) launched Havas Health CX, a dedicated customer experience network that expands on the already-successful global agency group ekino and brings together specialists in digital transformation, customer experience design, omnichannel marketing, data, martech and engagement for the health industry.

CMI/Compas, media buying and planning for the nation’s top healthcare companies and part of WPP, announced the promotion of Gia Mauriello to EVP, Customer Experience and Excellence.

Kieran Walsh, President of Greater Than One, announced a new vision and repositioning of the company as the Health & Wellness Imagination Agency.

Pharma marketers must listen to their customers and find ways to smooth the patient journey if they are to create effective customer experiences and create loyalty beyond the first prescription.

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