Our host, Matthew Smith, Sr. Principal, New Commercial Models & Digital Health, IQVIA, is joined by Madhavi Ramakrishna, Global VP of Cx, Data, Digital and Omnichannel at GSK, and Indraneel Mukherjee, a Sr. Principal in IQVIA’s strategy consulting group, to explore the future of customer experience and omnichannel for biopharma. In this episode, our experts dive into the reasons why during the pandemic, most biopharma organizations invested significantly in their virtual and digital marketing channels, systems, and technologies – many instances trying to scale them almost overnight. They discuss that most companies recognize this as a priority and have programs in flight to modernize their ecosystems, generate the necessary customer insights, and upskill their people to be able to “deliver omnichannel.” Most importantly, the panel looks into the future (5+ years from today) – where do we want to be and what needs to be true to get there?