2021 Momentum Event

 Last year Momentum Events and a Steering Committee of cross-functional stakeholders from diverse pharmaceutical companies, launched the first Summit focused on operationalizing Customer Centricity (CX) through faster review and approval. As a member of the CX Steering Committee, I collaborated with my “think tank” colleagues to address a strategic imperative: create a more efficient approval of personalized, bite-sized and compliant content through the right channels, at the right time, throughout key points of the end-to-end customer journey. 

With the explosion of content cycling through the promotional review process, a new level of efficiency is required to enable commercial agility and speed. The surge in content creation has strained resources, impacted risk management and is demanding the business to act rapidly to meet patient needs for relevant product information and disease education. These are the key takeaways identified from the meeting: 

1. Moving forward requires agreed-upon definitions for new ways of doing business (e.g., Artificial Intelligence and Modular Content).

2. For any initiative, it’s imperative to plan for future state and bring internal stakeholders along the journey.

3.  Companies need to automate in order to accelerate their review process; humans will benefit by replacing manual processes with software so professionals can focus on high value decision-making.

4.  It is invaluable to partner with solution providers as they have actionable solutions, for example, SecureCHEK AI.

5.  It’s time to disrupt the status quo.

Our first event held on September 2020 was considered a major success and the outputs include White Papers, Benchmark Findings and the introduction of Sharing Sessions.

On September 28-30 2021, the CX Summit will reconvene yet again.  Topics for discussion include sustainable content, which covers reuse, claims libraries and modular content with business rules.

We will also be looking at the impact of automation, including AI on MLR process efficiencies and the need for change management as new technologies are integrated into workflows. 

 We look forward to seeing you there. Sign up here.