Life Sciences | Improve customer engagement with data and GenAI

Accelerate customer engagement and improve speed to value with Salesforce and KPMG

Personalized customer experiences have become the lifeblood of the life sciences sector. Pharmaceutical, medical device, and medical technology organizations are moving to market faster, pressured to solve new operational challenges and meet changing regulatory requirements.

Applying lessons from the retail and technology sectors, life sciences organizations have begun shifting to a platform-centric view of end-to-end customer engagement. This new outlook empowers them to share data across teams—marketing and sales, service, and compliance, for example—to break down silos while enriching and enhancing the customer experience.

Customer-centric healthcare

Life sciences leaders are investing in AI in hopes that it will unlock real-time data and enable a level of personalization that truly puts the customer at the center of healthcare. Executives use AI-powered insights to deliver more personalized experiences, improve trust, and gain deep consumer understanding.

This not only has the potential to improve customer satisfaction, but patient outcomes may also improve. Coupling a holistic health profile—made up of data collected across all relevant systems—with AI capabilities can provide scalable next steps. Imagine the possibilities:

Providers could incorporate social determinants of health
Drug companies could increase compliance and reduce attrition
Medical technology firms could better target sales
Payors could better assess each individual case at scale

Collaborating with Salesforce

KPMG and Salesforce are aligned to build solutions that accelerate customer engagement and help life sciences clients improve speed to value. By taking advantage of Salesforce Health Cloud, including Data Cloud and Einstein GPT, we have developed solutions that:

Quantify and interpret customer data to provide actionable insights across the customer lifecycle
Embrace automation to enhance user productivity and enable more meaningful modes of customer engagement
Foster collaboration across teams to break down silos and deliver a more unified customer experience across the organization

By combining the extensive data, unique insights, and industry experience of KPMG with innovative technology from Salesforce, life sciences organizations can unlock new levels of personalized customer experience and engagement.

Dive into our thinking:

Improve customer engagement with data and GenAI

Download PDF