Anjan Roy

No one organization can solve healthcare’s problems alone. The magnitude of challenges demands shift in how life sciences companies operate. Life sciences organizations need to build an enterprise partnership capability. When it is done right, it does create value which was very well articulated by Namita Powers, Alex S. and Amelia Summerell with relevant research findings and case examples.

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By 2030, pharma is expected to spend $27.5 billion on global capability centers (GCCs) alone. We examined eight of the top 15 pharma organizations leveraging this important sector for its commercial services. Here’s what makes India’s growing GCC workforce so attuned to this high-complexity work: https://bit.ly/4643WIN

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Pharma GCCs are fast becoming innovation hubs—and ZS is helping shape their future. On Aug. 12, leaders join the first Healthcare Capability Leaders Roundtable to discuss AI in pharma. Want to learn more about ZS driving GCC innovation? https://bit.ly/3H6mHRH

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By 2030, pharma is expected to spend $27.5 billion on global capability centers (GCCs) alone. We examined eight of the top 15 pharma organizations leveraging this important sector for its commercial services. Here’s what makes India’s growing GCC workforce so attuned to this high-complexity work: https://bit.ly/4643WIN

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ZS PEER Roundtable: The Future of Patient-Centric Services – Balancing Digital and Human Experience Tanya Shepley, Principal at ZS In late June, my team had the privilege of hosting a spirited virtual roundtable with eight patient services executives from across the pharmaceutical industry. The group shared rich insights on how digital, automation, and AI capabilities are being embedded into patient service models—while maintaining the critical human touch. Here are a few key themes that stood out:   🔹 Hybrid Models are the Future Organizations are increasingly adopting hybrid approaches that blend digital innovation with human-led interactions. While automation enhances efficiency and workflows, human connection in customer-facing roles remains essential. The most effective models often integrate in-house, patient-facing teams with outsourced back-office functions—providing greater control over experience and data.   🔹 Data Integration and Ecosystem Connectivity Remain Hurdles Timely, high-quality data from specialty pharmacies and ecosystem partners is still a challenge. Yet, robust data ownership and analytics are crucial to improving processes and making the case for ongoing investment in best-in-class patient support services.   🔹 AI and Automation are on the Rise—But Strategy Matters Participants are at different stages of AI adoption. Many are leveraging AI to deliver more consistent, tailored patient experiences. However, fewer are using AI to generate deeper patient insights. Avoiding "random acts of AI" requires a clear strategic approach.   A big thank you to all the participants who shared their perspectives, to Karthik Sourirajan and Daniel Ogletree for joining the discussion, and to Sharon (Mandler) Suchotliff, MPH for expertly facilitating this engaging conversation. I’d love to hear how your teams are navigating the human+digital experience in patient services. What’s working? What’s challenging? #PatientExperience #DigitalHealth #PharmaServices #AIinHealthcare #PatientSupport #HybridCareModels #ZS

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The shift from AI experimentation to proof through execution really resonates in the ‘grounded intelligence loop’ — where humans, data, and agentic AI continuously strive for better outcomes — and this captures exactly how transformation succeeds in healthcare. In our own work with hospitals and clinic networks, we’re seeing the same philosophy at play: real progress comes from embedding AI thoughtfully into clinical and operational workflows, with the human inside the loop, with strict data governance, that will then deliver the measurable results. Then iterate. It’s about building trust and tangible value one patient at a time, and that’s what sustainable healthcare intelligence looks like. #davos

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How are digital platforms transforming patient data capture in clinical trials? As life sciences organizations move from paper-based to digital models, eCOA solutions are enabling accurate, real-time data collection from patients, clinicians, and caregivers. In Part 1 of their discussion, Nisarg Shah, Practice Director, and Shashwat Sheel Bharadwaj, Analyst, from Everest Group, explore findings from the Life Sciences eCOA Products PEAK Matrix® Assessment 2025. Watch Part 1 here: https://okt.to/uzIigh #eCOA #ClinicalTrials #LifeSciences #EverestGroup #DigitalHealth #PEAKMatrix #AI #Pharma

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Thrilled to share how PwC collaborated with a national nonprofit health system to transform patient engagement. By integrating Salesforce Health Cloud with AI, EHR and telephony systems, we achieved:    -> An 85% reduction in call abandonment rates  -> Over 3,000 hours saved monthly, allowing care teams to focus more on patients    This initiative exemplifies the power of combining cutting-edge technology with a human-first approach. It's not just about digital transformation; it's about reimagining the patient journey to deliver better outcomes.    Kudos to our dedicated teams and partners who made this possible.    #HealthcareInnovation #DigitalTransformation #PwCProud https://lnkd.in/e-w7ccSe

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ZS has been recognized as a Leader in the IDC MarketScape: Worldwide Life Science R&D AI (Including GenAI) in Clinical Trials 2025 Vendor Assessment. The report notes: “Consider ZS Associates when you are seeking to partner with deep life sciences domain expertise, with a clear focus on enabling digital data flows, and a strong footprint in implementing AI/GenAI in clinical trials, in niche areas such as site selection, patient recruitment, and document authoring, consulting expertise in AI enterprise wide implementation strategy, supported by ZS’s own AI frameworks and reusable AI accelerators, an innovative, problem-solving mindset, and a core ecosystem of partnerships.” Find out why ZS was recognized as a Leader: https://bit.ly/46ewBcu #Pharma #GenAI #AI #ClinicalTrials

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In life sciences M&A, digital integration is critical to unlocking value and achieving synergy. ZS’s Digital & Technology practice brings structure to this complex journey through our City Planning framework—aligning capabilities, systems, and data across merging entities. By using our domain knowledge, capability maps and objective evaluation tools, we help clients cut through organizational bias and accelerate integration, cost optimization with clarity and confidence. Thanks to co-authors Shreekant Agrawal, Saket Bhanawat.

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