Insight

How to enhance customer experience across Pharma stakeholders?

Published November 17, 2025

  • Customer Experience
  • Life Sciences

Key takeaways

In this report, discover how leading companies are building trust, breaking silos, and putting patients at the centre:

  • Why fragmented engagement erodes trust, and how to fix it.
  • The strategic value of early collaboration with payers, regulators, and patients to avoid costly evidence gaps.
  • Obtain actionable insights by harnessing AI and human expertise.
  • Build responsive ecosystems for personalised engagement.

Insights from Reuters Pharma Customer Engagement 2025

At Reuters Pharma Customer Engagement Europe, leaders agreed: fragmented engagement is eroding trust across pharma.

During the Beyond one size fits all panel, experts from Wavestone, Roche, Boehringer Ingelheim and AstraZeneca shared how Pharma can move beyond fragmented interactions to create unified and responsive ecosystems.

Rethinking customer experience in Pharma

Imagine meeting a Pharma company representative who speaks eloquently about patient outcomes, then encountering the same company through customer service where the tone, messaging, and approach feel completely unfamiliar. This jarring disconnect defines the current state of pharma customer engagement.

Discover how companies are rethinking customer experience to rebuild credibility and improve outcomes.

Jalilah Gibson Reuters Panel

Too often we sit with data points asking why something happens without asking actual customers. Human interpretation is key.

Jalilah Gibson, Associate Partner, Life Sciences, Wavestone
  • Life Sciences
  • Customer Experience

Beyond one size fits all: enhance CX across Pharma stakeholders

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Download the report here

Moderator

  • Jalilah Gibson

    Associate Partner – UK, London

    Wavestone

    LinkedIn