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

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.

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Our solutions
Build Quality Monitoring Programs
that sustain excellent customer experience, build customer loyalty, and improve employee retention
Utilize Voice of the Customer (VoC)
data from social media, mystery shopping, journey mapping, etc., to define the ideal omnichannel customer experience.
Build Targeted Workforce Management (WFM)
forecasting and planning models that ensure customer service frameworks provide internal efficiency and consistent customer support.
Drive Better Call Routing
to improve sales and First Contact Resolution (FCR) with IVR improvements.
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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?
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