益普索：2023制药行业的全渠道发展现状研究报告

During the pandemic, much effort was devoted to understanding and monitoringhow customer behaviours and preferences evolved. Today, we no longer need togenerate further evidence to support the unique value of in-person interactions orthe need to “go omni”

Instead of simply assessing usage and proclivity across individual channels, thenature of omnichannel engagement demands a more sophisticated understandingof the intricate interactions: channels, channel combinations, content, occasions

and touchpoints.