Insights

Points of view from client work

Short pieces drawn from recent engagements. Longer thinking is published in our founder's books and essays.

Book a free working session Take the self-check

Why pharma struggles to show Omnichannel ROI, and what leadership should expect

Most organizations can report activity. Few can show what it returned. The gap is rarely about data volume.

Why Next Best Action pilots stall, and what to settle before choosing a platform

Next Best Action pilots rarely fail because of the algorithm. They stall because the organization around them was not ready.

Read Capability building

Why global Omnichannel playbooks fail in affiliates

Global frameworks are usually well designed. They fail in local markets for reasons headquarters teams can recognize early.

Read Medical Affairs

Medical Affairs Omnichannel should start from the HCP experience

Medical teams planning new platforms get better results when they first understand how HCPs seek and receive scientific information today.

Read Customer experience

What makes a customer experience investment case leadership will fund

New capabilities such as voice of customer get funded when the case rests on evidence leadership can check, not on conviction.

Read Point of view

Five places Omnichannel value leaks, and what prevents it

Across recent engagements, value was lost in the same five places. Each has a practical fix that can be written into the scope of the work.

Read Measurement

Leading KPIs come before business results

Share and sales move over several cycles. Leading KPIs show within one cycle whether an Omnichannel change is working.

Read

Published work

The method behind our work is in print

Three books on pharma Omnichannel by our founder, from the end-to-end engagement framework to the operating model that makes AI investment pay off. Clients use them as shared reference material for their teams.

See the books on Amazon

The Omnichannel Operating Model, book cover

Omnichannel to Optichannel Transformation in Pharma, book cover

Omnichannel Customer Engagement in Pharma, book cover

Essays and posts

More from our founder

Essays on Omnichannel operating models, Next Best Action and AI-enabled engagement are published on osmandaggezen.com, and shorter posts on LinkedIn.

Let's talk about your next planning cycle

Book a complimentary 45-minute working session. Bring the question that matters most to your team and leave with a recommended first step.

Book a working session Take the self-check

Last updated 31 October 2026