Andy Kennemer
CXellence Digital Advisors
Andy Kennemersecurehost2025-03-17T17:14:45+00:00
MARCH 2025
In this DHCG Disruptive Dose, Mark Bard of the DHC Group sits down with Andy Kennemer to discuss the state of customer experience (CX) in pharma, highlighting the industry’s reliance on sales reps and the shift toward digital channels post-COVID. They explore the role of AI chatbots in improving engagement and the challenges of scaling human support, measuring CX success, reducing friction, and learning from disruptive brands like Amazon to create seamless patient experiences.