HCP Engagement in Pharma — Are We Actually Getting Better? l Pharma Talks with Nataliya Andreychuk

Pharma has invested heavily in digital, CRM, and omnichannel — and yet the HCP engagement gap persists. In this episode, Nataliya Andreychuk talks with Mark Watson (Fractal Force) about why the problem is structural, not a failure of effort, and what it genuinely takes to close it: from fixing broken feedback loops to defining what "working" actually means at the behaviour level.Key Topics:The gap between digital investment and actual engagement resultsThe importance of foundational architecture in customer engagementThe role of feedback loops in improving HCP interactionsChallenges of content personalization and regulation in pharmaStrategic content design and journey logic in omnichannel marketingChapters00:00 Introduction to Customer Engagement Challenges02:22 Understanding the Gap in Pharma Engagement05:01 The Evolution of Customer Centricity07:56 Architecting Effective Engagement Strategies10:47 Content Creation and Regulatory Challenges13:45 Intelligent Content Design for Better Engagement16:25 Building a Feedback Loop for Success18:01 Making Engagement Real and Effective20:52 Practical Steps for Transformation23:33 Final Thoughts and RecommendationsFollow Nataliya Andreychuk and Mark in social media:https://www.linkedin.com/in/andreychuk/linkedin.com/in/markwatsonuk