MODERNA
for governments who want to ensure health security for their citizens . As a digital first organisation , we must be obsessed about our stakeholders and deliver the most meaningful and delightful experiences . Ultimately , if we do not get it right for patients , we have failed . We learnt from health care providers and consumers alike that they wanted an easy way to learn more about mRNA and our vaccine , contact us and have their questions resolved . It was super important to address these needs . Consequently , we went into action to enable what we described as a minimum delightful experience ,” said Salami .
Within six weeks , Moderna had a contact centre up and running , web experiences built , digital apps that required cross-platform integrations in operation and a foundational analytics tracking framework implemented , among other things .
“ There are many other great things that Moderna has done ,” says Salami . “ Being able to be part of that is something I will never forget .”
Using data and AI to create an exceptional customer experience at Moderna Moderna is in the early stages of its commercial journey and digital is a core strategic enabler . The digital ambition is to create frictionless and impactful experiences for our stakeholders globally . This is an area where the life sciences industry continues to fall short . Salami understands that this is no small feat but is confident that if any company can do it in life sciences , it will be Moderna . Beyond the goal of delivering delightful experience and solutions , she is also working on simplifying commercial operations and processes through digitisation .
“ We must do both exceptionally well . However , it is not lost on me the challenge that lies ahead .”
“Technology enablement needs to be coupled with solid business partnership and the right change management ”
BARBARA SALAMI VP , DIGITAL FOR COMMERCIAL , MODERNA
32 July 2022