The recent global pandemic has served as a crucible for the healthcare industry, exposing previously overlooked shortcomings. Among the imperative transformations thrust into reality, the digitization of healthcare stands out prominently.
Zuellig Pharma, a leading healthcare services provider in Asia, shared its insights on digital experience innovation in an interview with MARKETECH APAC’s What’s NEXT Interview Series. The company underwent significant pivots within its ecosystem during the pandemic, launching a B2B e-commerce platform named ‘eZRx.’
Reflecting on the past two years, Preetham Nadig, Head of Product & Engineering, Digital & Data Solutions at Zuellig Pharma, highlighted the pandemic’s impact, stating, “I think the pandemic has given us [an] overview of what happens when [we’re] not prepared, and how businesses had to transform overnight.”
Nadig emphasized the tremendous digital transformation journey in healthcare, especially in Southeast Asia, where challenges persist in fragmented healthcare, limited access to quality data, and establishing trust in consumed products.
Discussing the use of Sitecore’s composable solutions for digital experiences, Nadig noted, “Zuellig Pharma leverages Sitecore CMS across our ecosystem of Digital & Data solutions. Sitecore has helped us to deliver a better customer-centric digital strategy, which leads to driving revenue and conversion, and improving customer loyalty and marketing efficiency, to name a few.”
Nadig identified personalization and convenience as crucial elements for delivering an excellent digital experience. “Personalization and convenience [stand] out. For that to happen, we need to really look at having composable solutions.”
He underscored that customer-focused innovation is the key differentiator as brands elevate their digitization efforts. “Continuous investment in [composable] solutions helps us to be prepared, be agile, [and] be very customer-focused.”
Nadig offered advice to brands, urging them to initiate their digital experience efforts by prioritizing the customer. “Start with the customer, understand their pain points, understand their journeys, and contextualize your experiences to your customers’ contexts.”
