Dhruv Chopra

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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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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Excited to share BCG’s 𝗕𝗶𝗼𝗽𝗵𝗮𝗿𝗺𝗮 𝗧𝗿𝗲𝗻𝗱𝘀 𝟮𝟬𝟮𝟲 report co-authored alongside Margot Bleys, Bilal Khan, M.D., John Wu, and Priya Chandran Biopharma is operating under tighter constraints than in the past. Pricing and policy decisions are being pulled earlier in the value chain, geopolitical considerations are shaping where companies invest and partner, and manufacturing and commercialization have become core strategic considerations in a more fragmented post-pandemic landscape. BCG’s 𝗕𝗶𝗼𝗽𝗵𝗮𝗿𝗺𝗮 𝗧𝗿𝗲𝗻𝗱𝘀 𝟮𝟬𝟮𝟲 report explores what this means for how companies set priorities across R&D, business development, and operating models. Many of the choices management teams are making today will be difficult to unwind and will have a lasting impact on returns and competitive position. Read the full perspective here: https://lnkd.in/ekZ_UEFq

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I’m excited to announce the launch of Yes/Boston--a new initiative focused on accelerating local startups in the Food as Health space. Deloitte is proud to support Yes/Boston in collaboration with the World Economic Forum, Amazon Web Services, Citi, MassChallenge, and more than two dozen other collaborators, to bring together public, private, nonprofit and community stakeholders and help activate Boston’s robust innovation ecosystem.   Yes/Boston is running a Challenge that focuses on early-stage ventures at the intersection of health access, resilience, and sustainable food systems to help accelerate and scale innovative solutions that deliver measurable impact in Boston. For more information and to apply, please visit https://bit.ly/3O1WTcD. https://lnkd.in/eDBCE4wy

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ZS has partnered with the Healthcare Leadership Council (HLC) on a new report on unleashing AI’s potential for patients. Informed by leaders of healthcare organizations, the report outlines how the healthcare industry can address regulatory uncertainty, data and infrastructure challenges and workforce readiness. AI can improve life and how we live it for people around the world. That’s why ZS collaborated with the HLC to identify three primary barriers to AI adoption and provide specific recommendations for addressing them: Read the full report: https://bit.ly/45e2ySN

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JP Morgan has a way of bringing urgency into focus. In conversations that unfolded across meeting rooms and chance encounters with friends in the hall, there was a shared sense that healthcare is ready to move. The center of gravity this year was clear. AI is no longer a conceptual discussion. It is being taken up as a practical tool to strengthen care for patients, relieve pressure on clinicians, and improve how organizations perform.   What distinguished this moment for me was the bias toward action. Leaders spoke candidly about what is already working, what needs to scale, and where decisions can no longer wait. The emphasis was on using AI to remove friction from care delivery, not to add another layer of complexity or distraction.   The tone was optimistic, but not casual. There was confidence that 2026 can mark real progress, grounded in clear priorities, accountable leadership, and a willingness to follow through.    Sharing a few thoughts below from my week at JPM. Here’s to a great 2026!

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Soaring drug costs, rising demand for therapies like GLP-1s, and misaligned incentives demand a new response from stakeholders to reshape pharmacy services. Read more here: https://owy.mn/3Lb0ELr

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Healthcare private equity broke records last year, paving the way for an active 2026. Can investors sustain momentum? Explore the trends in Bain’s Global Healthcare Private Equity Report. https://bit.ly/4aPTlU9

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