Jens Christmann, Global Head of Customer Insights and Omnichannel Engagement at Mundipharma, emphasises the importance of customer-centric approaches over technology-first strategies in enhancing engagement with healthcare professionals (HCPs). Speaking to SciencePOD ahead of his presentation at the NEXT Pharma Summit 2024, Christmann shares insights on leveraging omnichannel engagement to improve customer satisfaction and operational excellence. Despite the challenges of adapting to AI and digital trends, particularly for midsize companies, Mundipharma focuses on understanding HCP needs and executing with precision. Christmann highlights the significance of cross-functional collaboration and the need for a balanced approach to technology and customer service to drive better healthcare outcomes.