In Part 2 of this Pharma Talks conversation, Nataliya Andreychuk and Richard Schwartz continue their discussion about why experience is medicine — and explore what technology, data, and AI could mean for the future of healthcare experiences.
From rethinking brand websites and using AI to understand the questions patients are really asking, to challenging pharma's approach to HCP engagement, patient support, and measurement, Richard argues that the industry has an opportunity to create experiences that are as sophisticated as the science behind the medicines.
The conversation also explores the potential of agentic AI in healthcare — from helping with prior authorization and prescription access to coordinating delivery and patient education — and why making this future possible will require greater cooperation across the healthcare ecosystem.
00:00 AI & the future of healthcare experience
02:27 From search to questions
04:28 Hot or Not: fewer, better communications
07:00 Data-rich, value-poor?
11:34 Rethinking patient support
15:37 Measuring what matters
21:12 Real-time experience & agentic AI
24:00 How to make experience part of the plan
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