Executive Summary

Customer Experience and the Patient Journey

Concluding with an astute editorial by the industry’s leading expert on customer experience—Medallia’s own Richard Schwartz—this paper from the Digital Health Coalition Group (DHC) explores how individual stakeholders within pharmaceutical companies can impact the patient experience.

The paper is comprised of insights derived from the 2022 DHC Summit, co-hosted by Genentech, in addition to consumer-level data points provided by Healthline Media that offer crucial context for audience behavior and attitudes.