summary Rakesh Vashisht, Global Head of Customer Facing Execution Excellence at Boehringer Ingelheim, shares his 30-year journey in the pharmaceutical industry and discusses the evolving landscape of customer engagement. He emphasizes the importance of wisdom, earned through experience, and the need for passion, hard work, and a growth mindset in the industry. Rakesh highlights the challenges of information overload and the need for simplicity in customer engagement strategies. He also discusses the role of AI and technology in improving customer interactions and the importance of fostering a culture of innovation and accepting failure. keywords pharmaceutical industry, customer engagement, wisdom, passion, hard work, growth mindset, information overload, simplicity, AI, technology, innovation, failure Takeaways Wisdom in the pharmaceutical industry is earned through experience and challenges. Passion, hard work, and a growth mindset are crucial for success in the industry. Information overload is a challenge, and simplicity is key in customer engagement strategies. AI and technology can improve customer interactions and provide valuable insights. Fostering a culture of innovation and accepting failure is important for driving progress in the industry. Titles AI and Technology: Enhancing Customer Interactions in Pharma The Journey of Wisdom: 30 Years in the Pharmaceutical Industry Sound Bites "The true scarcity lies in wisdom." "Today when I think about customer landscape, my mind doesn't think face to face only. My mind is thinking on the channel." "I'm very optimistic that this challenge will be solved with new technology like artificial intelligence and machine learning." Chapters 00:00 Introduction 02:10 Rakesh's Career Journey 06:55 The Evolution of Customer Engagement 10:10 The Role of AI and Technology 15:03 Ensuring Compliance in Communication Channels 18:20 Adapting to the Changing Behavior of HCPs 19:47 Segmentation and Targeting Strategies 26:00 The Role of AI in Rep-Physician Interactions 29:51 Advice for Aspiring Professionals 34:09 Attributes for Success in the Pharma Industry 36:03 Personal Habits and Routines for Success 37:01 Fostering a Culture of Innovation 39:30 The Importance of Humility in Leadership 40:27 Closing Remarks