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, complex stakeholder ecosystems, and the imperative to deliver highly personalized, compliant communications to both patients and healthcare professionals (HCPs). As digital transformation accelerates, the ability to unify data, orchestrate omnichannel engagement, and foster patient-centricity is no longer optional—it is essential for growth, trust, and measurable business impact.
The New Standard for Customer Engagement in Life Sciences
Publicis Sapient’s customer engagement offerings are purpose-built to address the distinct needs of life sciences and healthcare organizations. Our approach leverages the power of Salesforce Marketing Cloud and Data Cloud, enabling brands to break down data silos, deliver unified and scalable personalization, and ensure every interaction is compliant, relevant, and impactful.
Navigating Regulatory Complexity with Confidence
Compliance is at the heart of every engagement in life sciences. Our solutions are designed to automate and align processes with FDA, GDPR, CCPA, and other global regulations, ensuring that every patient and provider interaction is secure, consented, and auditable. For example, by implementing enterprise-wide Consent & Preferences platforms, we have enabled healthcare clients to seamlessly integrate consent management across all business units, covering millions of patient records. This not only reduces regulatory risk but also increases customer satisfaction and trust by making consent management transparent and effortless.
Unifying Data for a 360° View of Patients and Providers
Healthcare and pharmaceutical organizations often struggle with fragmented data across brands, geographies, and channels. Publicis Sapient’s expertise in MarTech transformation—powered by Salesforce Data Cloud—enables the unification of patient and HCP data, creating a single source of truth. This unified data foundation empowers real-time personalization, faster audience activation, and more effective omnichannel engagement, all while maintaining strict data governance and privacy standards.
Real-World Impact: Global Pharmaceutical Company
A leading pharmaceutical client partnered with Publicis Sapient to implement Salesforce Marketing Cloud, formalizing campaign and journey management. The result: personalized patient experiences at scale, with Patient Services Ambassadors able to engage new patients in real time, send personalized communications, and ensure every touchpoint is compliant. The business impact included improved global alignment, enhanced brand image, and a better understanding of complex products for patients and providers alike.
Personalization at Scale: From Awareness to Adherence
Personalization is a critical driver of engagement and outcomes in healthcare. Our solutions enable organizations to deliver tailored content and experiences to patients and HCPs—whether it’s onboarding a new patient, supporting medication adherence, or providing timely education to providers. By leveraging advanced data management and AI-driven segmentation, life sciences brands can anticipate individual needs, deliver relevant messaging, and foster deeper, more meaningful relationships.
Case in Point: COVID-19 Vaccine Awareness
A global pharmaceutical company needed to communicate life-saving information about COVID-19 and their vaccine across 13 countries and in 7 languages. Publicis Sapient deployed a scalable, GDPR- and CCPA-compliant solution that enabled ongoing, personalized communications and real-time engagement insights. The results were striking: open rates nearly three times the industry standard and high double opt-in rates, demonstrating both reach and trust.
Digital Identity: Building Trust and Future-Proofing Engagement
As the digital ecosystem shifts away from third-party cookies, first-party data and digital identity become foundational. Publicis Sapient’s digital identity solutions help life sciences organizations consolidate customer information into unified profiles, maximizing the value of every interaction. This approach not only enhances personalization and engagement but also future-proofs marketing strategies against evolving privacy regulations and technology changes.
Enhancing HCP and Patient Experiences
For a leading pharmaceutical company, the deployment of advanced data management and personalization tools led to more meaningful engagement with HCPs, patients, and caregivers. Real-time insights enabled more personalized communications, improved marketing efficiency, and provided a scalable foundation for future growth.
Loyalty Solutions: Beyond Transactions to True Advocacy
In healthcare, loyalty is about more than repeat transactions—it’s about building trust, supporting adherence, and creating advocates for your brand. Publicis Sapient designs and implements best-in-class loyalty solutions that blend transactional and non-transactional data, enabling organizations to deliver personalized rewards, educational content, and support across every touchpoint. Our customer-centric approach ensures that loyalty programs are dynamic, engaging, and aligned with the unique needs of patients and providers.
Transforming Loyalty for a Leading Retailer
A fast-growing retailer in the healthcare space partnered with Publicis Sapient to evolve their loyalty program from a transactional model to a tiered, customer-centric experience. By integrating data across online and offline channels, the retailer delivered tailored rewards and communications, resulting in increased engagement, higher satisfaction, and measurable business outcomes such as a 6% uplift from dormant to active subscribers and a 31% open rate on targeted campaigns.
Why Publicis Sapient?
Publicis Sapient is a trusted digital transformation partner for the world’s leading life sciences and healthcare organizations. Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data—combined with deep industry knowledge and a culture of curiosity, enable us to deliver solutions that are not only compliant and secure but also innovative and patient-centric. We help our clients unlock value by translating data into actionable connections, orchestrating omnichannel journeys, and driving measurable business impact.
Ready to Transform Your Customer Engagement?
Whether you are looking to unify data, personalize patient and provider journeys, or build loyalty that drives outcomes, Publicis Sapient has the expertise and technology to help you thrive in a complex, regulated, and rapidly changing industry. Connect with us to learn how we can help you deliver authentic engagement and lasting impact in life sciences and healthcare.