Podcast ¦ CX Passport: The One With Pharma CX – Silvi Haldipur E238

Key Take Aways

1. A truly meaningful customer experience in healthcare and pharma requires deep understanding of the patient, provider, and payer journeys, beyond standard engagement data.
2. Organisations must prioritise insights derived from qualitative data and ethnography to comprehend the real day-to-day experiences of stakeholders.
3. Data literacy is essential; understanding the difference between raw data and actionable insights can unlock significant improvements in service delivery.
4. Emotional and human-centred design approaches, such as ethnography and co-creation, can bridge the gap between clinical data and lived experience.
5. Healthcare customer experience improvements can directly influence health outcomes, such as medication adherence and patients’ health status.
6. Integrating customer experience thinking into pharma can challenge longstanding silos, requiring organisational leadership at the C-suite level.
7. Hiring dedicated Customer Experience officers or CxOs in pharma is increasingly recognised as vital for driving systemic change.
8. Regulatory constraints in healthcare demand innovative methods to immerse organisational thinking in stakeholder realities.
9. There is a significant policy shift in the US healthcare sector, which will increase the importance of integrated customer experience strategies.
10. The initial patient journey—often viewed as the start and end point—should be approached as a continuous experience that requires consistent engagement.
11. Authentic storytelling, including sharing personal experiences, can be a powerful tool for inspiring organisational change.
12. Embedding transparency, coordination, and relationship-building in healthcare delivery can significantly improve patient trust and satisfaction.

Key Statistics

• Sylvie experienced a year-long hospital journey with her mother battling sepsis, highlighting critical gaps in communication and coordination.
• She notes a rising trend of pharma companies hiring CXOs, with examples including Eli Lilly’s two CXOs in the US and Europe, and recent appointments at Novartis.

Key Discussion Points

• The importance of emotional support and human connection during complex healthcare experiences.
• Transition from traditional advertising to genuine support based on understanding real human needs.
• The critical role of qualitative data and ethnography to uncover the authentic patient and provider experiences.
• The role of data literacy in transforming raw figures into impactful insights.
• The potential of design thinking and co-creation to deepen understanding of stakeholder needs.
• How improved patient support processes, like simplifying prior authorisations, can lead to better health outcomes.
• The necessity of cross-functional, organisational integration to deliver superior customer experiences in healthcare.
• The evolving policy landscape shaping how pharma must connect more effectively with patients and providers.
• The strategic value of appointing CX leads within pharmaceutical organisations for long-term impact.
• How real stories and personal experiences influence organisational change and industry standards.
• Challenges in a highly regulated environment and strategies to navigate them with immersive research methods.
• Opportunities to enhance coordination, transparency, and trust across the healthcare continuum.

Podcast Description

This podcast explores the intersection of customer experience, data, behaviour, and healthcare, with a focus on how pharma organisations can drive meaningful change. Through in-depth conversations with industry experts, it highlights innovative approaches to understanding stakeholder journeys, leveraging qualitative insights, and embedding human-centric design in regulated environments. The show aims to inspire senior managers, especially in financial services, to adopt holistic, data-informed, and emotionally authentic strategies to enhance service delivery and trust across complex ecosystems.