Life Sciences

The fifth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Operations. You can see in the diagram below that the first and most critical dimension, Customer Insight, sits squarely on top of Operations. That’s no coincidence! Technology + Operations = BFFs I’m sure you’ve experienced this before: you invest […]

The fourth of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Enabling Technologies. No matter how great your first three dimensions are (customer insight, strategy, and design process), without the right technology and surrounding business processes, you won’t be able to bring anything to life. CX Technology Selection Selecting the […]

Perficient’s Life Sciences practice regularly monitors the software release notes for several Oracle Health Sciences applications, as well as our own clinical and safety systems. The systems covered in our review are: Oracle Systems Argus Safety Oracle Clinical/Remote Data Capture (OC/RDC) Thesaurus Management System (TMS) Perficient Systems ASCEND (Siebel CTMS) Generally speaking, we review release […]

Now that September is here, I thought it would be neat to look back at what our readers found most interesting last month. Below are the top five blog posts Perficient’s life sciences practice wrote in August – they’re ranked in order of popularity, with number one being the most viewed piece. What The FDA Requires Of […]

Imagine with me: A potential clinical subject comes into a site for her screening visit. When she checks in, she is issued an iPad for use during the visit. On the iPad, she finds an interactive app that leads her through the screening process, step by step. It moves her through questions dynamically, using a […]

The third of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Design Process. Once you have your customer insights (first dimension) and your strategy (second dimension), the next step is to tackle design. Remember that, in life sciences, “customer” means many things (e.g., patient, physician, clinical site, clinical subject, research […]

Imagine with me: A potential clinical subject comes into a site for his screening visit. The nurse performing the screening visit takes out her iPad, brings up the screening app, and follows the interactive prompts to move the potential subject through the various questions and tests. When the nurse selects or inputs the potential subject’s […]

The second of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX guide is Strategy. You can see in the diagram below that it sits right on top of the first (and most critical) dimension: Customer Insight. CX Strategy Purpose and Scope Within the context of CX, strategy encompasses the description of the […]

Imagine with me: After successfully enrolling in a clinical study, a subject is issued a wrist tracker and a digital skin patch, and is given login credentials for a proprietary app to download on her mobile phone and tablet. Over the course of the study, her wrist tracker and skin patch continuously collect and transmit […]

The first of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX strategy guide is Customer Insight. As I’ve discussed in the previous posts in the series, in life sciences, “customer” means many things: patient, physician, clinical site, clinical subject, research partner, regulatory agency, vendor, and even employee. To provide each of these […]

Imagine with me: Based on predefined clinical data and milestones, a site monitor receives a notification that one of her sites requires a site monitoring visit. She works with the site to schedule the visit, and both she and the site receive automated confirmation emails. The day of the visit, the monitor arrives at the […]

Today’s post marks the beginning of the final section of this blog series dedicated to adapting customer experience (CX) strategy to life sciences. The previous four posts set the stage for what we’re about to do, but if you’re just finding this series now, don’t worry – this final section will still be worth your […]