#63: Harnessing the Value of AI In Customer Engagement🤖
#63: Harnessing the Value of AI In Customer Engagement🤖
Hello,
This newsletter will take you about 4 minutes to read.
I. Spotlight: Harnessing the Value of AI In Customer Engagement🤖
Pharmaceutical firms are leveraging artificial intelligence/machine learning (AI/ML) to improve customer experience through customer targeting and personalized engagement. This is commonly bundled under terms such as “recommendation engine” or “next best action” and is being deployed in a variety of engagement contexts, including:
Patient support program (PSP) interactions between support specialists and patients
Non-personal campaigns for HCPs and patients
Personal sales force engagements with healthcare providers (HCPs)
The objective in each case is to target customers most likely to respond, at an opportune time, with personally relevant messaging delivered via content formats and channels most likely to generate a response.
In this article, we share some real-world examples of companies using AI/ML. We summarize key success factors inspired by our clients on maximizing the success of customer engagement AI/ML initiatives.
Here are three key areas where AI/ML is delivering a notable impact on customer engagement.
Adherence via personalized patient support interventions
One of our clients, a mid-size biotechnology firm specializing in rare diseases, runs a highly successful patient support operation. They have been using AI/ML to build a set of tools to support the day-to-day decision-making of their patient support specialists to personalize their interactions with patients.
Their patient support specialists needed to peruse over a dozen dashboards to make decisions on which patient outreach to prioritize on a given day, something that was taking time away from their primary responsibility –connecting with patients.
II. Industry Roundup:
1. Article: Build a Winning AI Strategy for Your Business
08 minutes | HBR | Christopher Young
The article underscores the transformative potential of AI across industries, akin to the rise of ride-sharing. Business leaders are encouraged to experiment with, implement, and innovate through AI. Emphasizing responsible usage, the piece serves as a call to action for businesses to leverage AI, highlighting that the time to capitalize on its profound capabilities is now.
2. Article: Using AI to Build Stronger Connections with Customers
05 minutes | HBR | Maureen Burns, Sharona Sankar-King, Priscilla Dell’Orto, and Eduardo Roma
As companies learn to use generative AI to create value, there’s a risk that they take the wrong approach when applying the technology to the customer experience. The article advocates for a customer-centric approach, emphasizing personalized, human-like experiences that create value. The focus should be on enriching customer lives rather than just short-term profit extraction.
III. From my Desk:
1. Article: AI Vs. Hearing Loss: The Battle That's Transforming Millions Of Lives
08 min | Forbes
Over 5% of the world’s population suffers from disabling hearing loss. How is AI coming to the rescue? In my latest for Forbes, I share a personal story of how hearing loss alienated lives and created a social barrier. I explore the groundbreaking advancements in AI-driven hearing aids, offering improved performance, personalized adjustments, and increased hearing ability.
2. Post: I played chess with ChatGPT…
2 min | LinkedIn
Want to see how a chess game with AI can turn into a hilariously unexpected adventure? 🤖♟️ I played chess with ChatGPT and things got wild! From error handling to a surprise transition between AI models, it was a match like no other. Check out my post for the full story and some epic twists!
Thank you for subscribing and reading the newsletter. I appreciate your attention,
Ganes.
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My Website | LinkedIn | Twitter | YouTube
I’m Ganes Kesari. I publish ‘Data-Driven Future’ to help understand how data shapes our world, explore key trends, and explain what they mean for you today. I speak and write to demystify data science for decision-makers and organizations.
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