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© Across Health
1
27/02/2024
1
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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© Across Health
2
27/02/2024
Proprietary and confidential information 2
© Across Health
27/02/2024
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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© Across Health
3
27/02/2024
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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© Across Health
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27/02/2024
Proprietary and confidential information 4
© Across Health
27/02/2024
1. How do HCPs prefer to communicate?
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© Across Health
5
27/02/2024
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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© Across Health
9
27/02/2024
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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27/02/2024
Proprietary and confidential information 11
© Across Health
27/02/2024
2. How does your digital share of budget
compare with the highest industry
average in years?
Proprietary and confidential information
© Across Health
12
27/02/2024
What percentage of your marketing budget is allocated to digital? Will we see the accelerated growth predicted by you?
Source: Maturometer™, EU Biopharma
Proprietary and confidential information
© Across Health
14
27/02/2024
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
Proprietary and confidential information
© Across Health
15
27/02/2024
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™
Proprietary and confidential information
© Across Health
16
27/02/2024
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.
Proprietary and confidential information
© Across Health
17
27/02/2024
Proprietary and confidential information 17
© Across Health
27/02/2024
3. Is HCP satisfaction rising in line with
this increased investment?
Proprietary and confidential information
© Across Health
18
27/02/2024
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?"
Proprietary and confidential information
© Across Health
24
27/02/2024
Proprietary and confidential information 24
© Across Health
27/02/2024
4. What about customer experience,
how important is that?
Proprietary and confidential information
© Across Health
26
27/02/2024
Calculating the NPS score is one thing. But we also want to understand what are the underlying drivers…
Proprietary and confidential information
© Across Health
29
27/02/2024
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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© Across Health
30
27/02/2024
Proprietary and confidential information 30
© Across Health
27/02/2024
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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© Across Health
35
27/02/2024
Proprietary and confidential information 35
© Across Health
27/02/2024
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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© Across Health
37
27/02/2024
Proprietary and confidential information 37
© Across Health
27/02/2024
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.
Proprietary and confidential information
© Across Health 39
27/02/2024
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
Proprietary and confidential information
© Across Health 40
27/02/2024
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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27/02/2024
Proprietary and confidential information
© Across Health 41
27/02/2024
www.across.health

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Across Health - Key HCP and industry omnichannel engagement trends in life sciences (2023–2024)

  • 1. Proprietary and confidential information © Across Health 1 27/02/2024 1 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 >
  • 2. Proprietary and confidential information © Across Health 2 27/02/2024 Proprietary and confidential information 2 © Across Health 27/02/2024 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
  • 3. Proprietary and confidential information © Across Health 3 27/02/2024 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
  • 4. Proprietary and confidential information © Across Health 4 27/02/2024 Proprietary and confidential information 4 © Across Health 27/02/2024 1. How do HCPs prefer to communicate?
  • 5. Proprietary and confidential information © Across Health 5 27/02/2024 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
  • 6. Proprietary and confidential information © Across Health 9 27/02/2024 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™
  • 7. Proprietary and confidential information © Across Health 11 27/02/2024 Proprietary and confidential information 11 © Across Health 27/02/2024 2. How does your digital share of budget compare with the highest industry average in years?
  • 8. Proprietary and confidential information © Across Health 12 27/02/2024 What percentage of your marketing budget is allocated to digital? Will we see the accelerated growth predicted by you? Source: Maturometer™, EU Biopharma
  • 9. Proprietary and confidential information © Across Health 14 27/02/2024 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
  • 10. Proprietary and confidential information © Across Health 15 27/02/2024 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™
  • 11. Proprietary and confidential information © Across Health 16 27/02/2024 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.
  • 12. Proprietary and confidential information © Across Health 17 27/02/2024 Proprietary and confidential information 17 © Across Health 27/02/2024 3. Is HCP satisfaction rising in line with this increased investment?
  • 13. Proprietary and confidential information © Across Health 18 27/02/2024 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?"
  • 14. Proprietary and confidential information © Across Health 24 27/02/2024 Proprietary and confidential information 24 © Across Health 27/02/2024 4. What about customer experience, how important is that?
  • 15. Proprietary and confidential information © Across Health 26 27/02/2024 Calculating the NPS score is one thing. But we also want to understand what are the underlying drivers…
  • 16. Proprietary and confidential information © Across Health 29 27/02/2024 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
  • 17. Proprietary and confidential information © Across Health 30 27/02/2024 Proprietary and confidential information 30 © Across Health 27/02/2024 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
  • 18. Proprietary and confidential information © Across Health 35 27/02/2024 Proprietary and confidential information 35 © Across Health 27/02/2024 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
  • 19. Proprietary and confidential information © Across Health 37 27/02/2024 Proprietary and confidential information 37 © Across Health 27/02/2024 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.
  • 20. Proprietary and confidential information © Across Health 39 27/02/2024 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
  • 21. Proprietary and confidential information © Across Health 40 27/02/2024 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™
  • 22. Proprietary and confidential information © Across Health 41 27/02/2024 Proprietary and confidential information © Across Health 41 27/02/2024 www.across.health