In today’s rapidly evolving healthcare landscape, pharmaceutical and life sciences companies face a critical imperative: to deliver seamless, personalized experiences that connect patients, healthcare professionals (HCPs), and retail partners across every touchpoint. The convergence of digital health, pharmacy, and retail is not just a trend—it’s a necessity for driving engagement, improving outcomes, and building lasting loyalty in a competitive market.
Patients and providers now expect healthcare experiences that mirror the convenience and personalization of other industries. Yet, many organizations still operate in silos, with fragmented data, disjointed journeys, and legacy systems that hinder innovation. The result? Missed opportunities for engagement, prescription abandonment, and operational inefficiencies that impact both health outcomes and business performance.
Omnichannel engagement strategies offer a solution. By integrating digital and physical touchpoints—across pharmacy, retail, and digital health services—pharma companies can create unified, patient-centered journeys that foster trust, drive adherence, and deliver measurable value.
A truly omnichannel approach breaks down the barriers between traditional pharma, retail pharmacy, and digital health. This means:
At the heart of successful omnichannel strategies is the ability to unify and activate data. Customer Data Platforms (CDPs) play a pivotal role by:
With a robust CDP, pharma companies can ensure that every interaction—whether digital or physical—is informed by a holistic understanding of the individual’s needs, preferences, and behaviors. This not only enhances the patient and provider experience but also supports regulatory compliance and data privacy requirements.
Legacy systems and manual processes are major barriers to delivering seamless omnichannel experiences. Modernizing infrastructure with cloud-native, API-centric architectures unlocks new levels of agility and efficiency:
A leading pharmacy retailer partnered with Publicis Sapient to unify fragmented experiences across pharmacy and retail, previously run as separate businesses. By shifting to a platform business model and launching a new digital experience, the retailer eliminated customer pain points, doubled contactability, and achieved significant growth in active users and sales. Features like digital wallets, integrated loyalty, and advanced mobile apps drove deeper engagement and loyalty.
During the COVID-19 pandemic, a major U.S. grocery chain needed to rapidly scale its pharmacy operations. Publicis Sapient developed a centralized, cloud-based platform that integrated desktop, mobile, and in-store experiences. This enabled the processing of over 10 million vaccination requests, reduced manual work for pharmacists by 50%, and cut prescription abandonment by 75%—all while ensuring HIPAA compliance and seamless data sharing with insurers and public health agencies.
A U.S. healthcare services provider, hampered by outdated, monolithic infrastructure, partnered with Publicis Sapient to roll out an end-to-end digital pharmacy experience. The result: increased digital adoption, improved Net Promoter Scores, reduced call center dependency, and the ability to rapidly launch new, white-labeled solutions for partners.
Drawing from extensive experience, several best practices emerge for pharma and life sciences organizations:
Publicis Sapient’s proven frameworks and deep expertise in digital transformation empower pharma and life sciences organizations to:
By modernizing legacy systems, creating seamless digital journeys, and enabling personalization and operational efficiency, Publicis Sapient helps organizations put patients and providers at the center of their engagement strategy—driving better health outcomes, stronger loyalty, and sustainable growth.
Ready to transform your engagement strategy and deliver a truly omnichannel experience? Let’s connect and put your patients and providers at the heart of your digital journey.