Debunking Three Myths About Oncology’s Customer Experience

Jon Roffman, Sankalp Sethi and Pranav Srivastava

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ZS’s 2017 Oncology CX Tracker study—a quantitative survey of 252 oncologists, nurses and administrators—assessed the current state of customer experience in oncology and identified what oncology companies are doing to deliver positive or negative experiences.

Results from the study reveal the truth about three commonly held beliefs that often discourage pharmaceutical companies from investing in the oncology customer experience, and help light the way forward.

About the Experts

Jon Roffman is managing principal of ZS’s Boston office and leads ZS’s oncology field strategy practice. He is focused on addressing sales and marketing issues for clients in the oncology marketplace, with an emphasis on field force and customer experience strategy, planning and execution. Jon has significant experience with oncology field teams including sales force, medical, payer and key account teams. He also has led many initiatives to design innovative customer engagement and deployment models in oncology. Jon has advised more than 20 oncology companies on sales and marketing strategy issues, ranging from small biotechnology companies launching their first products to large pharmaceutical companies building out their portfolio.

Sankalp Sethi is a manager in ZS’s Boston office and is a member of the ZS oncology vertical. Over the past seven years, Sankalp has helped ZS clients commercialize products in oncology and specialty therapeutics. He has helped clients develop commercialization strategies and segmentations, and design forward-looking local and global go-to-market models to successfully navigate the evolving dynamics in the oncology market.

Pranav Srivastava is a associate principal in ZS’s New York office. His 13 years of experience at ZS have included projects ranging from market research and market coverage optimization to business intelligence reporting and analytics for clients in the technology, pharmaceutical and medical device industries. Pranav currently focuses on market research and analytics for pharmaceutical clients and is part of ZS’s oncology vertical.