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The Pharmaceutical Industry

More than 25 years of experience in helping pharmaceutical companies find success

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Pharmaceutical

Helping pharmaceutical companies Overcome Complex CX Challenges

In 2025, U.S. pharmaceutical companies face intense pressure to innovate while containing costs and meeting strict regulatory standards. Workforce shortages and “Peak 65” retirements are straining both R&D and manufacturing talent pipelines. AI is creating breakthroughs in discovery and patient engagement, yet adoption is slowed by legacy systems and compliance risks. Meanwhile, patients and providers demand faster, more transparent, and more affordable access to therapies. The industry’s future depends on balancing cost efficiency, workforce transformation, regulatory compliance, and AI-driven innovation.

The professionals at NRG have decades of experience in working with organizations like yours to uncover issues and discover opportunities for growth and long-term success. Contact us today to learn more. 

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Top Challenges facing Manufacturing Industries

Economic & Cost Pressures

  • Rising R&D costs, especially for biologics, cell/gene therapies, and specialty drugs.

  • Inflation driving up supply chain, raw material, and manufacturing expenses.

  • Pricing scrutiny from governments, payers, and advocacy groups—forcing tighter budgets and cost restructuring.

Workforce & Employee Issues

  • Shortages of specialized scientists, regulatory experts, and skilled manufacturing technicians.

  • Rising wages to retain top scientific and medical talent.

  • Burnout in both R&D and field sales teams due to workload and compliance pressures.

  • Aging workforce nearing retirement, creating knowledge transfer risks.

Customer Experience & Expectations

  • Patients and providers demand greater transparency in pricing and drug accessibility.

  • Growing expectation for personalized medicine and faster access to innovative therapies.

  • Digital health and telemedicine driving new engagement models with patients and providers.

AI & Technology Changes

  • AI being adopted in drug discovery, clinical trials, pharmacovigilance, and supply chain optimization.

  • Legacy clinical trial systems slow adoption of real-time, AI-driven insights.

  • Cybersecurity and data privacy risks growing as sensitive health data expands across platforms.

  • Digital twins, predictive modeling, and generative AI reshaping development timelines.

Regulatory & Compliance Challenges

  • Heightened FDA scrutiny of clinical trials, safety data, and accelerated approvals.

  • New regulations on AI use in healthcare and patient data protection.

  • ESG and sustainability reporting increasingly required by regulators and investors.

Market & Competitive Pressures

  • Competition from biotech startups, contract research organizations (CROs), and global generics.

  • Patent cliffs reducing exclusivity on blockbuster drugs.

  • Pressure to innovate faster while reducing time-to-market.

pharmaceutical challenges
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Give Us 15-Minutes

As a Certified WBE (Woman-Owned Business), we work to empower all people.  

We offer 15-minute discovery calls to work together to see if our expertise meets your needs. It’s a small investment because we know your time is valuable. 

Schedule 15 minutes today. 

Our solutions

Build Quality Monitoring Programs

that sustain excellent customer experience, build customer loyalty, and improve employee retention

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Utilize Voice of the Customer (VoC)

data from social media, mystery shopping, journey mapping, etc., to define the ideal omnichannel customer experience.

workforce management

Build Targeted Workforce Management (WFM)

forecasting and planning models that ensure customer service frameworks provide internal efficiency and consistent customer support. 

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Drive Better Call Routing

to improve sales and First Contact Resolution (FCR) with IVR improvements. 

Meet Our Clients

They Believe In Us

Learn why more Fortune 500 companies choose us to help solve their problems and create lasting solutions. 

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The NRG Assessment

Would a full assessment of your operation or contact center help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation? 

We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it. 

Read our latest blogs & Case Studies

State of Business Operations and CX in 2025 and Beyond report by The Northridge Group.

Stay ahead with our State of business operations & Cx Report. download now.

Stats and vital information you need to know.