Industry Deep Dive: Customer Engagement Transformation in Life Sciences and Healthcare

In the rapidly evolving landscape of life sciences and healthcare, organizations face a unique set of challenges: stringent regulatory requirements, the imperative for secure and compliant data handling, and the critical need to build trust with both patients and providers. At Publicis Sapient, we understand that transforming customer engagement in this sector is not just about adopting new technologies—it’s about orchestrating data, processes, and experiences to deliver measurable improvements in patient and provider engagement, compliance, and business outcomes.

The Distinct Challenges of Life Sciences and Healthcare

Life sciences and healthcare organizations operate in one of the most regulated environments, where every interaction—whether with patients, healthcare professionals (HCPs), or caregivers—must adhere to strict privacy and compliance standards. The stakes are high: patient trust, brand reputation, and even regulatory standing can hinge on the ability to deliver secure, relevant, and timely engagement.

Key challenges include:

Regulatory Compliance: Adhering to global standards such as FDA, GDPR, and CCPA while enabling seamless, personalized engagement.
Patient-Centricity: Shifting from product-focused to patient- and provider-centric models, ensuring every touchpoint adds value and builds trust.
Omnichannel Engagement: Breaking down data silos to deliver unified, consistent experiences across digital, physical, and human channels.

Publicis Sapient’s Tailored Approach

Our customer engagement offerings are uniquely designed to address these challenges. We leverage a holistic, data-driven approach that integrates MarTech transformation, digital identity, and advanced personalization—empowering life sciences and healthcare organizations to:

Unify Data Across Silos: Our solutions, powered by platforms like Salesforce Data Cloud, consolidate patient and HCP data, enabling a 360-degree view that supports both compliance and personalization.
Enable Real-Time Personalization: By formalizing campaign and journey management, organizations can deliver personalized experiences at scale—whether it’s a Patient Services Ambassador sending real-time, compliant communications or automated, multilingual outreach across global markets.
Strengthen Digital Identity: We help clients build robust digital identity frameworks, ensuring consent, preferences, and behavioral data are captured and managed securely, laying the foundation for meaningful, compliant engagement.
Transform MarTech Capabilities: Our expertise in MarTech transformation ensures that technology investments are aligned with business goals, enabling always-on, omnichannel engagement and measurable ROI.

Real-World Impact: Case Studies in Life Sciences and Healthcare

Becoming Patient-Centric: Global Pharmaceutical Company

A leading pharmaceutical company partnered with Publicis Sapient to implement Salesforce Marketing Cloud and formalize campaign and journey management. The result? Patient Services Ambassadors can now engage new patients over the phone and seamlessly send personalized, compliant emails in real time. This transformation:

Improved Compliance: Automated processes ensure adherence to FDA and opt-in rules.
Enhanced Global Alignment: Unified brands and created a cohesive marketing approach across regions.
Elevated Brand Experience: Personalization led to a better understanding of complex products and improved patient satisfaction.

Spreading Life-Saving Awareness: Global Pharmaceutical Company

Faced with the challenge of communicating COVID-19 vaccine information across 13 countries and 7 languages, our client leveraged scalable, repeatable processes built on best practices for privacy and compliance. The results included:

High Engagement: Over 6,000 U.S. emails sent with a 62% open rate—triple the industry standard.
Robust Consent Management: 43.5% of U.S. users double opted-in, reflecting strong trust and engagement.

Enhancing Competitive Positioning: Leading Pharmaceutical Company

By deploying advanced data management and personalization tools, this organization achieved:

Real-Time Insights: Enabling more personalized communications with HCPs, patients, and caregivers.
Optimized Marketing: Improved segmentation and data-driven decision-making increased marketing efficiency and ROI.
Future-Proofed Solutions: Scalable platforms ready for evolving regulatory and market demands.

Building Connected Experiences: Global Biopharmaceutical

A biopharma client, new to Salesforce, worked with Publicis Sapient to unify digital business transformation goals. The result was a connected experience for both HCPs and patients, supporting life-changing therapies for conditions like ADHD, Parkinson’s, and Epilepsy.

The Measurable Benefits of Data-Driven Engagement

Our approach delivers tangible outcomes for life sciences and healthcare organizations:

Increased Patient and Provider Engagement: Personalized, omnichannel journeys foster deeper relationships and higher satisfaction.
Improved Compliance and Trust: Automated consent management and secure data handling reduce regulatory risk and build confidence among patients and providers.
Business Growth: Enhanced marketing effectiveness, higher campaign engagement rates, and improved ROI drive sustainable growth.

Why Publicis Sapient?

Publicis Sapient is a digital business transformation partner with deep expertise in life sciences and healthcare. Our SPEED capabilities—Strategy and Consulting, Product, Experience, Engineering, and Data—combined with a culture of curiosity and relentless focus on outcomes, enable us to deliver solutions that are not only compliant and secure but also innovative and patient-centric.

We help organizations translate data into actionable connections, orchestrate personalized experiences, and build loyalty at every touchpoint. Whether you’re looking to modernize your MarTech stack, unify your data, or create a truly patient-centric engagement model, Publicis Sapient is your partner for measurable, sustainable transformation.

Ready to transform your customer engagement? Connect with our experts to learn how we can help your organization thrive in the new era of life sciences and healthcare.