Unstructured data from the voice of the customer offers wealth of data to increase patient adherence, product utilization, regulatory compliance 

Authenticx, the new standard in healthcare for listening to customer voices at scale, has continued to innovate its product offerings and offer solutions to life sciences companies, including pharma, to elevate their customers’ journeys.

The trillion-dollar pharmaceutical industry has seen tremendous growth and shows no signs of slowing down. Call centers are at the heart of connections between pharma leaders and their customers. The customer voice has become increasingly important, and these companies need solutions for gathering, listening and gaining insights from what their customers say, so that business strategies can be developed from a comprehensive source of truth.

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One of the biggest impediments to a positive customer journey in life sciences is that customers are getting stuck navigating the complexity of the healthcare system. Authenticx helps companies identify and mitigate customer disruptions and other industry challenges to drive business results for life sciences.

• Access insights on call center agent effectiveness.
• Surface common drivers of customers feeling stuck.
• Communicate those insights to organizational leadership.
• Inform strategies to mitigate those issues.

“The life sciences play a significant role in the health and well-being of patients. “When we talk about delivering exceptional customer service, we face various challenges.” said Director, Hub Operations at a major pharmaceutical company. “The amount of data and noise can hamper our ability to identify and address our customers’ concerns. Conversational data, gleaned from conversations that our patients and customers have with us, have given deep insight into the patient journey and empowered us to find areas of concern holistically and resolve then more effectively.”

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