Share on LinkedIn
2
1
Ready to advance?
Begin tracking and predicting trends, automating with AI,
hyper-personalizing customer journeys and surfacing insights
at every turn.
Looking to scale?
Fuel growth as you engage across channels, align field teams and harness insights to enhance your commercial strategies.
Just getting started?
Look ahead while defining your vision, mapping customer personas, plotting journeys and integrating as you prep for launch.
Get started
What’s next on your omnichannel roadmap
Share on Linkedin
Are you in the early planning phases of your omnichannel journey? If so, you may be:
Defining the vision, strategy and roadmap
Establishing customer personas
Listing your data integration needs
Not yet
Somewhat
That’s done
Get started
First, tell us where you are so we can show you what’s next.
What’s next on your omnichannel roadmap?
Let’s plot what’s next
Are you looking for opportunities to scale up?
If so, you may be:
Engaging customers across channels
Using AI to generate customer insights
Sending field reps insights and recommendations for next best actions
Creating advanced analytics models to answer business questions
Are you wielding advanced omnichannel capabilities?
If so, you may be:
Using AI to automate next best action recommendations to field reps
Using machine learning to create modular content journeys across channels
Using dynamic tagging to hyper-personalize customer journeys and surface predictive insights
Expanding and scaling automation across target audiences, brands, geographic regions and business areas
Explore your best options to scale up and evolve
Define omnichannel
vision and strategy
Connect data
Streamline systems
That’s done
Somewhat
Not yet
Not sure, let’s start over
Somewhat
Not yet
You’re defining your vision, mapping customer personas and journeys, and integrating data, systems and tools in preparation for launch. The decisions you make now will prime your organization for growth.
Explore which steps are part of this stage.
You’re just getting started: Build a solid foundation
Key activities
Data integration and quality checks
Content and campaign taxonomy and tagging
Questions
Which data sources fit our objectives?
Can we tie customer data across channels and campaigns?
Key activities
Name the capabilities needed to support business decisions
Streamline systems so that insights can be delivered
•
•
Questions
What marketing and field-relevant capabilities do we need?
How do we keep data flows secure, ethical and compliant?
Should we buy systems from a single vendor or select from many and integrate?
Building momentum: Stay focused
Focus now on engaging customers across channels, aligning field teams and harnessing insights to improve commercial strategies. Adoption and scaling across the organization is a primary goal.
Explore which steps are part of this stage.
Create engaging journeys
Empower the field force
Establish advanced analytics models
Key activities
Establish customer personas and experience objectives
Design customer experience journeys
Produce marketing campaigns for customer journeys
Questions
What pain points can we address in aligning campaign objectives and customer needs?
Which analytics insights should be used for customer engagement planning?
How can omnichannel capabilities be used to strengthen what is already working well?
Key activities
Identify top field suggestions such as decreased product need or best matches
for new products
Integrate and prepare data
Configure the decision engine and deploy suggestions
Questions
What information would field teams use to help them build stronger relationships?
How can we use data to modernize the sales operations process?
Key activities
Identify a framework for success metrics and use cases for analytics
Gather business requirements and data needs
Configure, test and train analytics models
Deploy and operationalize analytics models
Questions
How is success measured? Is it at the campaign or customer level?
What KPIs and metrics are used to understand marketing effectiveness? Are these consistent or different across brands?
What analysis is done to understand content performance?
What other types of analytical models do we plan to use?
Ready to advance: Lead the pack
Advanced companies track and predict trends, automate with AI and machine learning,
hyper-personalize customer journeys and surface deeper insights at every turn. These efforts help teams outmaneuver competitors, strengthen customer relationships and create products people want, need and value.
Explore which steps are part of this stage.
Recommend next
best actions
Modularize content
Hyper-personalize content
Key activities
Gather requirements for next-best-action triggers
Prepare data for underlying AI and machine learning models
Configure the decision engine and deploy recommendations
Questions
What constraints should we expect for cross-channel execution?
Which channels should the decision engine use?
What type of change management will we need from our data and CRM vendors?
Our field staff?
Key activities
Co-source modular content creation
Modify the medical, legal and regulatory (MLR) review process
Questions
How is content developed and made available for campaign execution?
How well can content be deployed across channels?
Which content life cycle pain points can we address?
How can we streamline the MLR process?
Key activities
Select and assemble content modules based on customer preferences and channels
Deliver personalized content to customers
Deploy and operationalize analytics models
Questions
What will success look like, and what should we measure?
Which content is suited for personalization?
How can personalization work under our MLR process?
How do I enable the delivery of personalized content?
Scale and automate
As you build your omnichannel capabilities, strive to scale your value across:
Geographic markets
Therapeutic areas
Customer types (HCPs, patients, consumers, payers, etc.)
Getting started
Building momentum
Ready to advance
Your roadmap to fuel omnichannel growth
Sign up to learn more
Start over
Key activities
Drive alignment across the organization
Name priority use cases
Assess gaps in marketing and technology skills and capabilities
Questions
What are the strategic and tactical objectives?
How do we define a good customer experience?
What pain points will our solution solve?
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© 2023 ZS
www.zs.com
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Answer the questions above so we can
show you what’s next.
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•
•
Explore the roadmap
•
•
Advanced companies track and predict trends, automate with AI and machine learning,
hyper-personalize customer journeys and surface deeper insights at every turn. These efforts help teams outmaneuver competitors, strengthen customer relationships and create products people want, need and value.
Explore which steps are part of this stage.
Ready to advance: Lead the pack
You’re engaging across channels, aligning field teams and harnessing insights to improve commercial strategies. The work you do now is key to adoption across the organization.
Explore which steps are part of this stage.
Building momentum: Stay focused
Use this time to define the vision, map customer personas and journeys, and integrate data, systems and tools in preparation for launch. Decisions here will prime the organization
for growth.
Explore which steps are part of this stage.
Getting started: Build a solid foundation
You’re well on your way to tracking and predicting trends, automating with AI and machine learning, hyper-personalizing customer journeys and surfacing deeper insights at every turn. This is advanced work that will help you outmaneuver competitors, strengthen customer relationships and create products your audiences want, need and value.
Explore which steps are part of this stage.
Ready to advance: You’re leading the pack
Focus now on engaging customers across channels, aligning field teams and harnessing insights to improve commercial strategies. Adoption and scaling across the organization is a
primary goal.
Explore which steps are part of this stage.
Building momentum: Stay focused
Use this time to define the vision, map customer personas and journeys, and integrate data, systems and tools in preparation for launch. Decisions here will prime the organization
for growth.
Explore which steps are part of this stage.
Getting started: Build a solid foundation
Ready to advance
Building momentum
Getting started
Ready to advance
Building momentum
Getting started
1
2
3
Explore the roadmap
Start over
Share on LinkedIn
© 2023 ZS
zs.com
Scale and automate
Hyper-personalize content
Modularize content
Recommend next best actions
As you build your omnichannel capabilities, strive to scale your value across:
Geographic markets
Therapeutic areas
Customer types (HCPs, patients, consumers,
payers, etc.)
•
•
•
What will success look like and what should
we measure?
Which content is suited for personalization?
How can personalization work under our
MLR process?
How do I enable the delivery of
personalized content?
•
•
•
•
Questions
Select and assemble content modules based on customer preferences and channels
Deliver personalized content to customers
Deploy and operationalize analytics models
•
•
•
Key activities
How is content developed and made available for campaign execution?
How well can content be deployed across channels?
Which content life cycle pain points can we address?
How can we streamline the MLR process?
•
•
•
•
Questions
Co-source modular content creation
Modify the medical, legal and regulatory (MLR) review process
•
•
Key activities
Gather requirements for next best action triggers
Prepare data for underlying AI/ML models
Configure the decision engine and
deploy recommendations
•
•
•
Key activities
What constraints should we expect for
cross-channel execution?
Which channels should the decision engine use?
What type of change management will we need from our data and CRM vendors? Our field staff?
•
•
•
Questions
You’re well on your way to tracking and predicting trends, automating with AI and machine learning, hyper-personalizing customer journeys and surfacing deeper insights at every turn. This is advanced work that will help you outmaneuver competitors, strengthen customer relationships and create products your audiences want, need and value.
Explore which steps are part of this stage.
Ready to advance: You’re leading the pack
Establish advanced analytics models
Empower the field force
Create engaging journeys
Focus now on engaging customers across channels, aligning field teams and harnessing insights to improve commercial strategies. Adoption and scaling across the organization is a primary goal.
Explore which steps are part of this stage.
Building momentum: Stay focused
How is success measured? Is it at the campaign or customer level?
What KPIs and metrics are used to understand marketing effectiveness? Are these consistent or different across brands?
What analysis is done to understand
content performance?
What other types of analytical models do we plan
to use?
•
•
•
•
Questions
Identify a framework for success metrics and use cases for analytics
Gather business requirements and data needs
Configure, test and train analytics models
Deploy and operationalize analytics models
•
•
•
•
Key activities
Identify top field suggestions such as decreased product need or best matches for new products
Integrate and prepare data
Configure the decision engine and deploy suggestions
•
•
•
What information would field teams use to help them build stronger relationships?
How can we use data modernize the sales operations process?
•
•
Key activities
Questions
What pain points can we address in aligning campaign objectives and customer needs?
Which analytics insights should be used for customer engagement planning?
How can omnichannel capabilities be used to strengthen what is already working well?
•
•
•
Questions
Establish customer personas and
experience objectives
Design customer experience journeys
Produce marketing campaigns for customer journeys
•
•
•
Key activities
Streamline systems
Connect data
Define omnichannel vision and strategy
Use this time to define the vision, map customer personas and journeys, and integrate data, systems and tools in preparation for launch. Decisions here will prime the organization for growth.
Explore which steps are part of this stage.
Getting started: Build a solid foundation
Name the capabilities needed to support business decisions
Streamline systems so that insights can be delivered
•
•
What marketing and field-relevant capabilities do we need?
How do we keep data flows secure, ethical and compliant?
Should we buy systems from a single vendor or select from many and integrate?
•
•
•
Key activities
Questions
Data integration and quality checks
Content and campaign taxonomy and tagging
•
•
Which data sources fit our objectives?
Can we tie customer data across channels and campaigns?
•
•
Key activities
Questions
What are the strategic and tactical objectives?
How do we define a good customer experience?
What pain points will our solution solve?
•
•
•
Questions
Drive alignment across the organization
Name priority use cases
Assess gaps in marketing and technology skills and capabilities
•
•
•
Key activities
Scale and automate
Hyper-personalize content
Modularize content
Recommend next best actions
Advanced companies track and predict trends, automate with AI and machine learning, hyper-personalize customer journeys and surface deeper insights at every turn. These efforts help teams outmaneuver competitors, strengthen customer relationships and create products people want,
need and value.
Explore which steps are part of this stage.
Ready to advance: Lead the pack
As you build your omnichannel capabilities, strive to scale your value across:
Geographic markets
Therapeutic areas
Customer types (HCPs, patients, consumers,
payers, etc.)
•
•
•
What will success look like and what should
we measure?
Which content is suited for personalization?
How can personalization work under our
MLR process?
How do I enable the delivery of
personalized content?
•
•
•
•
Questions
Select and assemble content modules based on customer preferences and channels
Deliver personalized content to customers
Deploy and operationalize analytics models
•
•
•
Key activities
How is content developed and made available for campaign execution?
How well can content be deployed across channels?
Which content life cycle pain points can we address?
How can we streamline the MLR process?
•
•
•
•
Questions
Co-source modular content creation
Modify the medical, legal and regulatory (MLR) review process
•
•
Key activities
Gather requirements for next best action triggers
Prepare data for underlying AI/ML models
Configure the decision engine and
deploy recommendations
•
•
•
Key activities
What constraints should we expect for
cross-channel execution?
Which channels should the decision engine use?
What type of change management will we need from our data and CRM vendors? Our field staff?
•
•
•
Questions
Establish advanced analytics models
Empower the field force
Create engaging journeys
You’re engaging across channels, aligning field teams and harnessing insights to improve commercial strategies. The work you do now is key to adoption across the organization.
Explore which steps are part of this stage.
Building momentum: Stay focused
How is success measured? Is it at the campaign or customer level?
What KPIs and metrics are used to understand marketing effectiveness? Are these consistent or different across brands?
What analysis is done to understand
content performance?
What other types of analytical models do we plan
to use?
•
•
•
•
Questions
Identify a framework for success metrics and use cases for analytics
Gather business requirements and data needs
Configure, test and train analytics models
Deploy and operationalize analytics models
•
•
•
•
Key activities
Identify top field suggestions such as decreased product need or best matches for new products
Integrate and prepare data
Configure the decision engine and deploy suggestions
•
•
•
What information would field teams use to help them build stronger relationships?
How can we use data modernize the sales operations process?
•
•
Key activities
Questions
What pain points can we address in aligning campaign objectives and customer needs?
Which analytics insights should be used for customer engagement planning?
How can omnichannel capabilities be used to strengthen what is already working well?
•
•
•
Questions
Establish customer personas and
experience objectives
Design customer experience journeys
Produce marketing campaigns for customer journeys
•
•
•
Key activities
Streamline systems
Connect data
Define omnichannel vision and strategy
Use this time to define the vision, map customer personas and journeys, and integrate data, systems and tools in preparation for launch. Decisions here will prime the organization for growth.
Explore which steps are part of this stage.
Getting started: Build a solid foundation
Name the capabilities needed to support business decisions
Streamline systems so that insights can be delivered
•
•
What marketing and field-relevant capabilities do we need?
How do we keep data flows secure, ethical and compliant?
Should we buy systems from a single vendor or select from many and integrate?
•
•
•
Key activities
Questions
Data integration and quality checks
Content and campaign taxonomy and tagging
•
•
Which data sources fit our objectives?
Can we tie customer data across channels and campaigns?
•
•
Key activities
Questions
What are the strategic and tactical objectives?
How do we define a good customer experience?
What pain points will our solution solve?
•
•
•
Questions
Drive alignment across the organization
Name priority use cases
Assess gaps in marketing and technology skills and capabilities
•
•
•
Key activities
Scale and automate
Hyper-personalize content
Modularize content
Recommend next best actions
As you build your omnichannel capabilities, strive to scale your value across:
Geographic markets
Therapeutic areas
Customer types (HCPs, patients, consumers,
payers, etc.)
•
•
•
What will success look like and what should
we measure?
Which content is suited for personalization?
How can personalization work under our
MLR process?
How do I enable the delivery of
personalized content?
•
•
•
•
Questions
Select and assemble content modules based on customer preferences and channels
Deliver personalized content to customers
Deploy and operationalize analytics models
•
•
•
Key activities
How is content developed and made available for campaign execution?
How well can content be deployed across channels?
Which content life cycle pain points can we address?
How can we streamline the MLR process?
•
•
•
•
Questions
Co-source modular content creation
Modify the medical, legal and regulatory (MLR) review process
•
•
Key activities
Gather requirements for next best action triggers
Prepare data for underlying AI/ML models
Configure the decision engine and
deploy recommendations
•
•
•
Key activities
What constraints should we expect for
cross-channel execution?
Which channels should the decision engine use?
What type of change management will we need from our data and CRM vendors? Our field staff?
•
•
•
Questions
Advanced companies track and predict trends, automate with AI and machine learning, hyper-personalize customer journeys and surface deeper insights at every turn. These efforts help teams outmaneuver competitors, strengthen customer relationships and create products people want,
need and value.
Explore which steps are part of this stage.
Ready to advance: Lead the pack
Establish advanced analytics models
Empower the field force
Create engaging journeys
Name the capabilities needed to support business decisions
Streamline systems so that insights can be delivered
•
•
What marketing and field-relevant capabilities do we need?
How do we keep data flows secure, ethical and compliant?
Should we buy systems from a single vendor or select from many and integrate?
•
•
•
Key activities
Questions
Data integration and quality checks
Content and campaign taxonomy and tagging
•
•
Which data sources fit our objectives?
Can we tie customer data across channels and campaigns?
•
•
Key activities
Questions
What are the strategic and tactical objectives?
How do we define a good customer experience?
What pain points will our solution solve?
•
•
•
Questions
Drive alignment across the organization
Name priority use cases
Assess gaps in marketing and technology skills and capabilities
•
•
•
Key activities
Focus now on engaging customers across channels, aligning field teams and harnessing insights to improve commercial strategies. Adoption and scaling across the organization is a primary goal.
Explore which steps are part of this stage.
Building momentum: Stay focused
How is success measured? Is it at the campaign or customer level?
What KPIs and metrics are used to understand marketing effectiveness? Are these consistent or different across brands?
What analysis is done to understand
content performance?
What other types of analytical models do we plan
to use?
•
•
•
•
Questions
Identify a framework for success metrics and use cases for analytics
Gather business requirements and data needs
Configure, test and train analytics models
Deploy and operationalize analytics models
•
•
•
•
Key activities
Identify top field suggestions such as decreased product need or best matches for new products
Integrate and prepare data
Configure the decision engine and deploy suggestions
•
•
•
What information would field teams use to help them build stronger relationships?
How can we use data modernize the sales operations process?
•
•
Key activities
Questions
What pain points can we address in aligning campaign objectives and customer needs?
Which analytics insights should be used for customer engagement planning?
How can omnichannel capabilities be used to strengthen what is already working well?
•
•
•
Questions
Establish customer personas and
experience objectives
Design customer experience journeys
Produce marketing campaigns for customer journeys
•
•
•
Key activities
Streamline systems
Connect data
Define omnichannel vision and strategy
You’re defining your vision, mapping customer personas and journeys, and integrating data, systems and tools in preparation for launch.
The decisions you make now will prime your organization for growth.
Explore which steps are part of this stage.
You’re just getting started: Build a solid foundation
Name the capabilities needed to support business decisions
Streamline systems so that insights can be delivered
•
•
What marketing and field-relevant capabilities do we need?
How do we keep data flows secure, ethical and compliant?
Should we buy systems from a single vendor or select from many and integrate?
•
•
•
Key activities
Questions
Data integration and quality checks
Content and campaign taxonomy and tagging
•
•
Which data sources fit our objectives?
Can we tie customer data across channels and campaigns?
•
•
Key activities
Questions
What are the strategic and tactical objectives?
How do we define a good customer experience?
What pain points will our solution solve?
•
•
•
Questions
Drive alignment across the organization
Name priority use cases
Assess gaps in marketing and technology skills and capabilities
•
•
•
Key activities
Explore your best options to scale up and evolve
Your roadmap to fuel omnichannel growth
Ready to advance
Building momentum
Getting started
3
Ready to advance
Building momentum
Getting started
2
Ready to advance
Building momentum
Getting started
1
Are you wielding advanced omnichannel capabilities?
If so, you may be:
Using AI to automate next best action recommendations to field reps
Using machine learning to create modular content journeys across channels
Using dynamic tagging to
hyper-personalize customer journeys
and surface predictive insights
Expanding and scaling automation across target audiences, brands, geographic regions and business areas
•
•
•
•
Not sure, let's start over
Somewhat
Not yet
Are you looking for opportunities to scale up? If so, you may be:
Engaging customers across channels
Using AI to generate customer insights
Sending field reps insights and recommendations for next best actions
Creating advanced analytics models to answer business questions
•
•
•
•
That's done
Somewhat
Not yet
That's done
Somewhat
Not yet
Are you in the early planning phases of your omnichannel journey? If so, you may be:
Defining the vision, strategy and roadmap
Establishing customer personas
Listing your data integration needs
•
•
•
Get started
First, tell us where you are so we can
show you what's next.
2
1
Ready to advance?
Begin tracking and predicting trends, automating with AI,
hyper-personalizing customer journeys and surfacing insights
at every turn.
Looking to scale?
Fuel growth as you engage across channels, align field teams and harness insights to enhance your commercial strategies.
Just getting started?
Look ahead while defining your vision, mapping customer personas, plotting journeys and integrating as you prep for launch.
Get started
What’s next on your omnichannel roadmap
Share on Linkedin
Let’s plot what’s next
What’s next on your omnichannel roadmap?
Answer the three questions above so we can show you what’s next.