What the Pharma?

Caroline and Harry explore why customer engagement is still falling short despite major investments in platforms, CRM upgrades, digital capability training, and customer journey mapping. They unpack research which shows a deep disconnect between HCPs, who remain underwhelmed by how Pharma engages with them, and Pharma executives, who remain convinced they’re doing brilliantly. The real issue? Beha...

Caroline and Harry tackle Isaac’s dilemma — a caring, committed first-line manager in the Netherlands who’s exhausted from being the go-to problem solver for his ever-growing team. What once worked so well — drawing on his own experience to fix issues fast — is now breaking under the pressure of changing customer access, busier teams, and rising complexity. Isaac simply can’t hold all the answers...

Caroline and Harry dive into Sara’s challenge—a top-performing account manager who joins a new pharma company, only to be met with a rigid culture of scripted, “tell-sell” conversations. Despite mounting pressure to fit in, this approach feels increasingly out of step with today’s healthcare realities. The data backs this up: analysis of 2.5 million sales calls by Harvard Business Review and findi...

Digital transformation is revolutionising the pharmaceutical and healthcare industries, pushing the boundaries of how companies connect with patients, providers, and stakeholders. As customer-centricity becomes a critical focus, the role of digital innovation in enhancing patient care, streamlining operations, and driving better outcomes has never been more vital. Clement Gavrila, Head of Digital...

Digital transformation is revolutionising the pharmaceutical and healthcare industries, pushing the boundaries of how companies connect with patients, providers, and stakeholders. As customer-centricity becomes a critical focus, the role of digital innovation in enhancing patient care, streamlining operations, and driving better outcomes has never been more vital. Davidek Herron, Global Head of Di...

Pharmaceuticals is an industry bursting with passion, innovation, and some of the brightest minds around, all committed to making patients’ lives better. But if you’ve spent any time here, you know it can sometimes feel like slogging through the mud – buried in bureaucracy, battling for customers' attention, and constantly being asked to do more with less, despite all the investment and positive c...