The first and only book written specifically for commercial leaders in the life sciences industry seeking to transform the experiences they build around patients, caregivers and healthcare professionals authored by industry veteran, Jeff Rohwer.

Life sciences companies deliver the most innovative, life changing products in the world. Period. And yet, when it comes to delivering impactful experiences built around patients and healthcare professionals that leverage omnichannel capabilities to commercialize these therapies, our industry struggles to transform (to put it diplomatically). Why? It's because we never took the time to properly educate ourselves on the basic building blocks of omnichannel capabilities and advanced concepts on customer-driven experiences that address stakeholder needs.

(The) Healthcare Experience Matters closes knowledge gaps through an approachable narrative focused business concepts intended to enlighten. Throughout this book, Jeff takes you on a journey from the fundamentals to advanced concepts. The first series of lessons focus on simple and clear definitions of terms such as omnichannel, the technology stack, audience segmentation, personalization, channel orchestration and measurement. These concepts are then brought to life through examples of what's possible. Lastly, Jeff outlines advanced principles to deliver customer experiences outlining necessary shifts in brand planning, operationalizing with agility and the role of AI to support the experience.

Through the power of storytelling, Jeff delivers clarity in an industry that is mired in complexity and confusion. The business need is clear. The technology is here. The data is in place. We even have AI built for healthcare to support the experience. There’s nothing new we need to invent to make the possible, possible. What’s missing is knowledge, experience and the will to do the thing that we say but rarely do - put the patient at the center of everything.