Blog
Published February 27, 2025
We’re delighted to bring an external expert perspective to the “One Chapter Ahead” blog series and the important topic of culture and collaboration. Amy Saunders is a recognized customer experience global leader across life science verticals including pharma, med devices and consumer packaged goods (CPG) for companies such as J&J Consumer, W.L. Gore and Novartis. Most recently, Amy established and led the Customer Experience function at Novartis International which encompassed customer experience (Cx) strategy, engagement planning and production, patient support…
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Blog
Published February 5, 2025
How can pharma brands connect digital marketing experiences to achieve truly transformational customer engagement?
Brands that are leading the way demonstrate a complete grasp of fundamental digital marketing concepts and drive innovation in the ways that they engage customers. These brands maintain consistency in their message and interactions but tailor them to customer specific needs—and the innovation differentiates them in a market where many brands follow similar go-to-market strategies.
By exploring new ways of engagement in existing channels, they create…
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Briefs
Trinity Life Sciences, a leader in global life sciences commercialization solutions, released its third annual TGaS Digital Marketing Competency Report assessing 150+ biopharma brands through the lens of digital marketing patient/caregiver experiences. The study evaluates the brands across five categories and more than 100 characteristics to understand each one’s digital marketing presence and establish a brand digital competency ranking.
Learn what sets some brands apart from others. To download the excerpt of the report with the ranking of all 150+…
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Blog
Published November 12, 2024
Trinity Life Sciences recently attended the HLTH 2024 conference in Las Vegas. The conference focused on “pushing boundaries to transform the next decade of health” and united stakeholders across the entire healthcare ecosystem, including life sciences professionals, providers, payers, government, healthcare policymakers, investors and more. Trinity’s Customer Engagement team participated in workshops and discussions to hear the latest from our peers, other industry leaders and sponsors – here are our key takeaways from HTLH 2024:
Moving from Multichannel to Omnichannel …
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Webinars
Available On Demand
In your company, is it Sales, Marketing, Analytics, Operations, Medical…?
If you are struggling to answer this question, you are not alone. With the rising adoption of digital and virtual approaches to customer engagement, companies are facing more complexity in commercialization. Organizations that lack clarity find that achieving the desired impact from customer engagement strategies remains elusive—despite significant investment and transformation.
Join Trinity’s Customer Engagement experts in a lively panel discussion hosted by Nancy Phelan, Senior Vice President. We will…
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Blog
Published September 17, 2024
What does orchestration mean for a brand?
True orchestration considers a customer’s preferences before communicating with them. Learnings from past interactions and outcomes are used to identify the most relevant action to lead to a rewarding experience for both the customer and the brand. Orchestration can be defined as all channels learning from each other to create better “surround sound” for the customer.
Orchestration for a brand means that you have a thoughtfully-built decision engine that can process historical customer…
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Blog
Published September 5, 2024
First, what does “omnichannel” mean in life sciences?
Omnichannel is a customer-centric strategy leveraging technology, data and analytics across functions to optimize cross-channel engagement.
So, why is it so hard to achieve effective customer engagement impact?
There are some companies that have achieved intended outcomes when deploying “Omnichannel” and embarking on a “digital transformation” – but many have found it much harder than expected.
The challenges are driven by three areas of misperception:
The simplistic view that omnichannel is a…
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Webinars
Available On Demand
Today’s “New Normal” is a constant effort to optimally reach and engage rapidly changing customers by applying novel approaches to democratizing and transforming data. Join Nancy Phelan, SVP & Head of Customer Engagement (CE) at Trinity Life Sciences for an in-depth investigation of CE models that work, including insights from a new landscape study on the drivers and obstacles to achieving success when applying an omnichannel strategy. Attendees will gain insights and data to help lead their organizations and teams…
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Case Studies
Client Situation
The objective was to develop an advanced machine learning algorithm to predict potential site alerts for HCPs in the target universe
Trinity’s Role
Besides sales rep deployment, the client used these alerts to direct their non-personal promotion like email and digital advertising.
The project was done in 2 phases.
Phase 1:
Data coverage of claims data, EMR data and other sources for incoming site alerts to expand the existing HCP list
Business rule creation to identify incoming site…
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Case Studies
Client Situation
The objective was to increase market share of target prescribers through an AI-powered Next Best Action model
Trinity’s Role
We were able to deploy this solution in 3 weeks. The project included:
Discussions with the client team to finalize standardized business rules for brand-agnostic data and KPI definitions
Master dataset development through applying business rules and automated monthly PySpark code refreshes
State-of-the-art machine learning algorithms like reinforcement learning, deep neural networks with dynamic recalibration and automated hyperparameter tuning…
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