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Patients want and expect more from pharmaceutical manufacturers, and naturally it is in manufacturers’ best interests to deliver. COVID-19 caused a significant drop in rep access and outpatient visits, while call centers were inundated. Meaning, the pharmaceutical industry must find an alternative to live customer support: chatbots.
In September 2019, we discussed the definition and impact of the “Amazon Effect” in personalized health, a phenomenon we suggested would shape a “future of hyper-personalization in healthcare marketing.” One year on, in a health environment where change has been accelerated by COVID-19, the products and services offered by Amazon in this vertical have rapidly evolved.
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