Pharmaceutical Market Europe • November 2020 • 45
HEALTHCARE COMMS
Havas Health & You launches
new customer experience network
Newly launched Havas Health CX is dedicated to health customer experience
Havas Health & You has launched Havas Health CX, a dedicated customer experience network that taps into key hubs in London, Paris, New York and Mumbai.
The new network will tackle the health customer experience within three ‘focused’ brackets – transformation, delivery and engagement.
Havas Health CX will also take advantage of the Havas group’s ‘Meaningful Brands’ study of 350,000 consumers, as well as its ‘Prosumer’ studies and X Index – a new barometer used to measure and manage customer experience.
“Health companies are now faced with an important opportunity to help navigate treatment in an entirely new environment. In just a few months, the industry has accelerated adoption of advanced customer experience design theory, agile and iterative content creation, and hyper-personalised, omnichannel marketing,” said Patrick Thistlethwaite, managing director of Havas Health CX.
“Havas Health CX will bring the best thinking from inside and outside our industry to meet the challenges of our clients. I believe that a focus on data-led CX can absolutely improve health outcomes, and we’ll be working to prove that,” he added.
Havas Health CX will draw from the above tools and proprietary insights to establish an ability to view the customer experience from a more holistic and comprehensive perspective.
“The Havas CX network allows our clients and partners to tap into leading minds in experience design and strategy, with the ultimate goal of creating more seamless, informative and productive experiences that result in better health outcomes across the board as we leverage the latest in technology and innovation,” added Donna Murphy, global chief executive officer at Havas Health & You.
WPP Health Practice partners with European Society for Person Centered Healthcare
Partnership will leverage insights to aid WPP’s patient engagement work
Global health marketing communications company WPP Health Practice has announced a new partnership with the European Society for Person Centered Healthcare (ESPCH).
Under the partnership agreement, WPP Health Practice will use the insights gathered from its work with the ESPCH to aid its patient engagement work.
In addition, the healthcare comms company will be able to offer its clients access and engagement with ESPCH member organisations.
“Patient-centricity has always been a buzzword in our industry, but since the pandemic it has never been more important. We are delighted to be the first agency to announce a relationship with Europe’s leading society for person-centred care,” said Claire Gillis, international chief executive of WPP Health Practice.
ESPCH is also set to benefit from the partnership, which includes access to organisational support and communications advice from WPP Health Practice. The agreement will also enable ESPCH to gain a platform for its work to be shared with WPP Health Practice’s clients.
“WPP Health Practice has a proven track record as a leader in the way they involve the patient in discussions with key stakeholders,” said Professor John Asbridge, president and chairman of council, ESPCH.
“It is because of this ongoing commitment to patient-centricity that the ESPCH has decided to partner with them in this critical moment for all patients,” he added.
The new partnership will initially aim to provide guidelines to help establish standardised procedures for patient care.
Looking to the long-term future, WPP Health Practice and ESPCH will collaborate on the development of a proprietary theoretical framework for analysing person-centred healthcare.