Digital continues to disrupt every industry, challenging the way things have always been done and altering business models. The healthcare and pharmaceutical industry is no different.


Most organisations put the focus of their Omnichannel strategy too heavily on the available technologies – the tablets and smartphones, the apps and social media. But Technology is only ever an enabler for us to build better connections with our customers and end users.


The real change is taking place in the global shifts within social and cultural norms. There are huge differences in expectations between consumers born Before Google (BG) and After Google (AG). As the Digital Natives (those born in the 1980’s) are now entering their 30’s, we are set to witness  one of the biggest shifts in global consumer behaviour, They want it all. They want it now. They want it peer reviewed and they want it personalized.


What do this generation expect from life, relationships, brands and the healthcare industry? What will they demand from a consumption and patient experience? And most importantly how must we prepare to meet these needs.


Using a blend of social and cultural anthropology, futurology and global consumer behaviour shifts, we will examine where this is all heading for the industry. How does peer-to-peer effect diagnosis? What are the implications for the industry for this Instant Gratification generation? How will Wearables, Robotics and the Internet of Things affect healthcare?

1. The consumer and shopper blueprint has changed, thereby impacting on their fundamental behaviours, needs and requirements as patients and B2B buyers. What are the implications for the healthcare industry and your business and what do you need to do to survive?


2. This generation are far less materialistic than those that came before, and as such have shifted their value focus to ‘experiences’. Developing positive Experiential Equity needs to be the focus within the healthcare industry. How will your business develop such an ‘experiential focus’ and add real value to the patient experience?


3. As the Sharing Economy and Social Media continue to grow, the conversations within their peer-to-peer networks become the most relevant voice to any patient. What does this mean for the healthcare industry and how can we best manage this new reality?

  • peter   “Mr Hughes’ presentation at our ECAMS Aesthetic Medicine Congress was simply out-standing. His insight of consumer behaviour and application to the healthcare industry was astounding and left the delegates eager to address such issues in their businesses.  A fast paced and really entertaining keynote speech that no conference organiser should do without”

  • stephen “The feedback from Ken Hughes’ presentation was fantastic. He delivered a very engaging presentation around customer and patient centricity and everyone in the business has been talking about it since. Ken is not just an excellent conference speaker but he has fantastic insights into human behaviour using examples, case studies and videos to deliver his presentation with great impact. Thanks to Ken’s presentation, we will be re-evaluating our shopper and patient centricity strategies”


This talk applies to Healthcare sector

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