As VP of Patient Services, Lauren Cole needed her teams to focus on getting patients onto therapy. Instead, they were navigating a hub CRM, spreadsheets, and disconnected data sources, piecing together information from every direction just to do their jobs.
My name is Danny Sigurdsson. I'm the founder and CEO of Courier Health. Every year this is an opportunity for us to fulfill our duty as a partner to the industry. We talk to a lot of really smart people. We help benchmark where the industry is at, and we help light the path to where things need to go and want to go. I think it's an important question now more than ever. You know, there's so much happening with the industry evolving. There's also so much happening with technology evolving. AI is reshaping how companies operate, but the foundation underneath isn't keeping up. If you're going to really take that big leap forward, deliver for patients in a super efficient, easy way, you have to make the the credible investments in technology right now. It's exciting that companies are bringing technology internally. They're having a way to better connect their data. They're having a way to better coordinate their team's workflows. I think that all lays a foundation on which to actually leverage AI. But when asked about the data leading to those investments, nearly sixty percent of respondents said they're not able to access, analyze, or act upon that data in their day to day operations. It's tough, but we're doing what we can to try to be innovative, to be open, to be humble, and to be empathetic to the human experience. Everybody's trying to figure out how AI fits. If you're not comfortable with being uncomfortable, you're already playing catch up. Companies have seen an increase in adoption in AI, which I might correlate with an increase in access inside their organizations to AI. I wouldn't necessarily mix that up with productive usage of AI. It is up nearly eighty percent year over year, but large pharma is far outpacing smaller companies. And despite this increased adoption, most companies are still using it for basic automation, and almost nobody has moved to agentic use cases. It is gonna transform research. It is gonna transform how patients consume content. It is gonna transform how doctors deliver care. So that's the opportunity. Being able to tie that data together, have the context of what the target outcome is that we're trying to achieve, and then work AI into the workflow where it can actually do something interesting for you. That's a real level of intelligence that I don't think we've seen companies unlock. There's gonna be a reckoning where the organizations that leverage and realize that IT is a strategic lever are gonna consistently do better than those that don't. With AI changing how we operate, the lines between people, processes, and technologies are blurring. If IT teams are totally isolated and separated without any context of what that business team needs and vice versa, it's really hard to make things work. The vast majority of IT and ops leaders told us that that alignment is essential. But when we asked the business side, that number dropped by about twenty percent. I think the ones that are able to have these teams work cross functionally really well are gonna be the ones that pull away from the pack. The data coming in from patient services flows to market access, marketing, sales, commercial analytics, forecasting. The number one thing is to have a cross functional team so that you're getting the data that everybody needs. You'll be surprised how many times technology can actually influence what you're trying to achieve from a business perspective. You need to co create with technology at the table. I think the two core problems that have to be solved, not just one but two, are being able to better connect data and then integrate that into workflows. I think the two things have to happen together. You know, when I think about AI, to me, it's an opportunity for us to be more human. That's what this year's report is really about and why Career Health exists. To help the industry close the gap between where it is and where patients need it to be.
Courier Health didn't hand Lauren's team a product and walk away. We built toward shared goals together. The result is a platform purpose-built for how FRMs actually work. This means FRMs spend less time navigating systems and more time having strategic conversations with accounts, creating a measurable difference in patient outcomes.
My name is Danny Sigurdsson. I'm the founder and CEO of Courier Health. Every year this is an opportunity for us to fulfill our duty as a partner to the industry. We talk to a lot of really smart people. We help benchmark where the industry is at, and we help light the path to where things need to go and want to go. I think it's an important question now more than ever. You know, there's so much happening with the industry evolving. There's also so much happening with technology evolving. AI is reshaping how companies operate, but the foundation underneath isn't keeping up. If you're going to really take that big leap forward, deliver for patients in a super efficient, easy way, you have to make the the credible investments in technology right now. It's exciting that companies are bringing technology internally. They're having a way to better connect their data. They're having a way to better coordinate their team's workflows. I think that all lays a foundation on which to actually leverage AI. But when asked about the data leading to those investments, nearly sixty percent of respondents said they're not able to access, analyze, or act upon that data in their day to day operations. It's tough, but we're doing what we can to try to be innovative, to be open, to be humble, and to be empathetic to the human experience. Everybody's trying to figure out how AI fits. If you're not comfortable with being uncomfortable, you're already playing catch up. Companies have seen an increase in adoption in AI, which I might correlate with an increase in access inside their organizations to AI. I wouldn't necessarily mix that up with productive usage of AI. It is up nearly eighty percent year over year, but large pharma is far outpacing smaller companies. And despite this increased adoption, most companies are still using it for basic automation, and almost nobody has moved to agentic use cases. It is gonna transform research. It is gonna transform how patients consume content. It is gonna transform how doctors deliver care. So that's the opportunity. Being able to tie that data together, have the context of what the target outcome is that we're trying to achieve, and then work AI into the workflow where it can actually do something interesting for you. That's a real level of intelligence that I don't think we've seen companies unlock. There's gonna be a reckoning where the organizations that leverage and realize that IT is a strategic lever are gonna consistently do better than those that don't. With AI changing how we operate, the lines between people, processes, and technologies are blurring. If IT teams are totally isolated and separated without any context of what that business team needs and vice versa, it's really hard to make things work. The vast majority of IT and ops leaders told us that that alignment is essential. But when we asked the business side, that number dropped by about twenty percent. I think the ones that are able to have these teams work cross functionally really well are gonna be the ones that pull away from the pack. The data coming in from patient services flows to market access, marketing, sales, commercial analytics, forecasting. The number one thing is to have a cross functional team so that you're getting the data that everybody needs. You'll be surprised how many times technology can actually influence what you're trying to achieve from a business perspective. You need to co create with technology at the table. I think the two core problems that have to be solved, not just one but two, are being able to better connect data and then integrate that into workflows. I think the two things have to happen together. You know, when I think about AI, to me, it's an opportunity for us to be more human. That's what this year's report is really about and why Career Health exists. To help the industry close the gap between where it is and where patients need it to be.
