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Pharma Patient Experience and HCP Engagement

Improve HCP engagement, patient advocacy, and commercial performance through seamless experiences

Drive Results

From Clinical Launch to Long-Term Advocacy - We unlock CX's Potential

McorpCX helps pharmaceutical organizations design and operationalize customer experience (CX) strategies that drive measurable results. Whether you’re accelerating a launch, improving patient experience, or modernizing your commercial operating model, we bring the structure, insight, and execution support to make experience a business driver. With over 15 years working with complex healthcare ecosystems, our team understands how to help cross-functional teams align around experience—and deliver it at scale.

Pharma Services

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Patient/HCP
Journey Mapping From diagnosis to long-term patient/HCP advocacy Learn More
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Healthcare
Ecosystem Mapping Coordinating complex care systems around experience delivery Learn More
Voice of Customer Measurement
Experience
Measurement Define, deliver, and measure CX across your organization Learn More
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Every change had significant impact. For example, by adding a single missing touchpoint at the loan servicing handoff, we boosted customer satisfaction with the entire process.

Managing Director,

Commercial Debt Division, Global Conglomerate

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No other company understands and delivers on customer experience like McorpCX—they drive measurable results, and can prove it. Their expertise and approach are second to none.

Customer Experience Director,

Fortune 500 Technology Firm

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Their ability to think strategically about our business (was) synthesized into a framework to drive lasting improvement in the business for customers and partners.

Director of Worldwide Training,

Global Security Software Firm

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Improve Performance Across Patient Services, Omnichannel Marketing and Commercial Operations

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Patient Services

We help Pharma Patient Services teams design coordinated, scalable programs that reduce drop-off and improve adherence. This includes:

  • Mapping the full patient journey from diagnosis to ongoing support
  • Aligning internal teams and vendors through service blueprinting
  • Identifying friction points with onboarding and access models
  • Increasing satisfaction and retention through more human-centered design

Whether you’re designing a new hub model or modernizing a support program, we help make the experience work for patients and the teams supporting them.

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Omnichannel Marketing

Pharma teams often struggle to operationalize their omnichannel strategies, leading to duplicated efforts, misaligned timing, and inconsistent brand experiences. We help CX and commercial teams:

  • Map HCP and patient journeys across the full channel mix
  • Define engagement roles, cadence, and shared governance
  • Use experience data to improve message timing and channel use
  • Break down silos across digital, field, and brand

The result is more cohesive execution, improved engagement quality, and better alignment with real-world customer needs.

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The image depicts a cozy, bustling coffee shop filled with warm, natural light streaming through large windows
The image depicts a cozy, bustling coffee shop filled with warm, natural light streaming through large windows

Commercial Operations

CX only delivers value when it’s connected to how your organization executes. We help Commercial Operations and Commercial Excellence teams:

  • Map the HCP ecosystem to uncover friction across field, digital, and access
  • Run field effectiveness assessments to guide enablement and training
  • Establish experience governance frameworks with clear roles and KPIs
  • Align experience strategy with launch execution, non-personal promotion, and brand strategy

We help turn CX from a buzzword into a driver of commercial readiness, field performance, and market share.

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Case Study

Aligning Brand Strategy and Donor Experience to Drive Value

How a customer-experience-driven brand strategy boosted awareness and loyalty, and radically increased donations for this global non-profit charity organization.

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Case Study

Designing a Better B2B Customer and Partner Experience

How experience mapping helped a global software leader restructure its upgrade process, reduce costs and improve relationships with customers and partners.

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Case Study

Measuring Customer Experience Reveals Valuable Insights

A community bank’s customer experience mapping initiative allowed it to throw out inaccurate assumptions and meet actual customer needs.

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Achieve More with Experience-Driven Operations

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Accelerate Launch Performance

Early adoption depends on how smoothly you onboard and support patients and clinicians. We help design onboarding and training experiences that fit real-world clinical workflows—so you reduce friction, build confidence, and gain traction faster from day one.

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Improve Patient Adherence

Adherence often breaks down due to inconsistent onboarding, confusing support, or fragmented education. We design patient journeys that reduce friction, improve confidence, and keep patients on therapy longer.

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Increase HCP Engagement

We help commercial and omnichannel teams create more cohesive engagement across field and digital touchpoints, so HCPs receive the right information, at the right time, in the right format, leading to greater prescribing confidence, stronger relationships, and increased brand advocacy.

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Increase Market Share

Experience can set your brand apart in competitive therapeutic areas. We help identify where support, access, or engagement gaps erode advocacy or prescribing confidence. We then design more cohesive, insight-driven experiences that strengthen differentiation and help you win.

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Strengthen In-Market Brand Performance

If utilization is lagging or competitive pressure is rising, experience strategy can help. We assess the current state, identify friction, and help teams revitalize how they support patients, prescribers, and access partners.

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Align Cross-Functional Teams

Many teams have the right tools and content but lack shared journeys, governance, or a common operating model. We bring structure and alignment so that field, digital, access, and support work together.

Why Choose McorpCX

Trusted Pharma CX Expertise

Our team brings deep experience in regulated industries and complex ecosystems, having worked with some of the world’s largest healthcare, pharma, and life sciences brands. We understand the organizational realities and data challenges pharma teams face, and we know how to build solutions that work across functions and scale over time.

Whether you need to improve onboarding, accelerate engagement, or bring structure to your experience strategy, McorpCX brings the right combination of insight, implementation, and enablement to get results

Proven and Scalable Approach

McorpCX brings integrated, differentiated experiences to life with proven, best-practice methodologies and playbooks, a comprehensive toolbox, and 2+ decades of consultant expertise.

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XOS Pulse Assessment

How Strong are Your CX Capabilities?

Take the XOS Pulse to uncover strengths, gaps, and next steps on your path to customer centricity.

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Where to Start

Many of our pharma clients begin with the XOS Pulse™ – a free CX capabilities and readiness assessment built around the 8 core areas of the Experience Operating System (XOS). In less than 15 minutes, you’ll get a custom roadmap highlighting your strengths and gaps—and a practical path to drive improvement across your patient, HCP, and commercial experience.

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Resources

Learn More About CX for Pharma

What does Customer Experience (CX) mean in a pharma context?

For pharma, CX refers to how patients, HCPs, payers, and partners experience your organization across access, engagement, support, and service touchpoints. It’s not just a marketing initiative;  it’s a lever for improving adherence, accelerating prescribing, and strengthening engagement.

Where does McorpCX typically start with pharma clients?

Most teams begin with a CX capabilities assessment or journey mapping effort, whether for patients, HCPs, or across the full commercial model. We also offer a free XOS Pulse assessment to quickly benchmark experience capabilities and identify improvement opportunities.

How does CX tie into commercial operations and sales performance?

Experience affects how consistently and effectively field, digital, and support teams engage with customers. We help define CX roles, align execution, and measure what matters, so experience efforts directly support field coordination, prescribing confidence, and brand uptake.

What functions or teams do you typically work with in pharma?

We work cross-functionally across Patient Services, Commercial Operations, Digital/Omnichannel, Access, and Field Enablement. Our work often bridges silos,  aligning teams around shared journeys, metrics, and governance models to deliver a unified experience.

Can you help with in-market brands or just launches?

Both. While many teams engage us during the launch window, we often support in-market brands looking to revitalize engagement, streamline support programs, or strengthen field execution for improved performance.

Ready to Connect?

Let’s talk about how CX strategy can help you improve patient outcomes, increase engagement, and drive measurable commercial impact.

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