Rethinking Omnichannel: Why Pharma Needs to Fix the Process Before AI

About the webinar

Pharma has an AI problem, but it is not the algorithm. It is the process. Most teams are trying to run single-channel business models in an omnichannel world powered by AI. Campaigns still reset every January. Medical and marketing still plan in silos. And customer experience is treated as an output, not a strategy.

In this webinar, Florent Edouard , Global Head of the Digital Accelerator at Sanofi, joins Pierre Metrailler , CEO of Onomi, to challenge the foundations of how pharma approaches omnichannel personalization.

You will learn:

• Why AI isn’t the fix: Without a clear engagement strategy, even the best AI becomes an automation machine, creating noise, not cohesion.
• What’s really broken: Pharma is automating outdated ways of working. Without redesigning how teams plan and deliver HCP experiences, even the smartest tech just scales the wrong process.
• How to rebuild it: Start with customer experience. Design a unified journey for the HCP across marketing and medical, powered by clean, contextual data.
• Where to start: Product launches are the perfect testbed to pilot this new model, clean slate, motivated teams, and measurable outcomes. If your omnichannel strategy still feels disjointed, this session will show why fixing your process, not your tech, is the first real step toward intelligent, human-centric personalization.

Speakers

• Florent Edouard — Global Head of the Digital Accelerator, Sanofi
• Pierre Metrailler — CEO, Onomi