The pandemic has forced many companies to think differently about how they operate. We’ll look at the example of a life science’s organization and how the operating model is drastically changing the interactions with patients and Healthcare Professionals, and how these organizations must adopt to the new normal and fundamentally change to a more digital customer interaction strategies, including channel mix, sourcing and the technology landscape. We’ll discuss how Cognitive and AI will play a pivotal role in this transformation and the overall success of the new model, and how any organization can use a similar approach to transform their customer experience.