Osman DaggezenFounder, ODPC · Author · Pharma Omnichannel

Books

Pharma Omnichannel & AI Engagement Strategy Series

Practical guides that translate transformation experience into frameworks teams can adapt across brands, markets and functions.

Cover of The Omnichannel Operating Model

Book 3 · 2026 New

The Omnichannel Operating Model

A Pharma Practitioner Blueprint for HCP and Patient Engagement in the AI Era

CRM, Digital, Multichannel, Omnichannel and Optichannel each arrived with real promise, and each was absorbed by the same annual brand plans and review queues. AI is now meeting the same structure, and pilots that looked convincing in their first year are being revised downward in their second. The Omnichannel Operating Model is a practitioner blueprint for redesigning the commercial operating model so that AI investment produces measurable return. Grounded in 20+ years inside global pharma, it covers the architecture, pods, hybrid roles, governance, engagement tech stack, measurement and capability the redesign needs, applies them to Marketing, Medical Affairs, Sales and Patient Services, and closes with an 18 to 36 month roadmap.

  • Cross-functional pods and hybrid roles that own customer decisions
  • Governance that moves at the pace of those pods
  • The engagement tech stack and measurement built on decision progression
  • Application to Marketing, Medical Affairs, Sales and Patient Services
  • An 18 to 36 month roadmap for where to start

Paperback, hardcover, Kindle and audiobook

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Cover of Omnichannel to Optichannel Transformation in Pharma

Book 2 · 2025

Omnichannel to Optichannel Transformation in Pharma

Redefining Pharma Customer Engagement in the Age of AI

Many pharma organizations have invested heavily in Omnichannel and still struggle to move from campaign delivery to measurable customer impact. This book sets out a decision-led model for HCP engagement built on relevance, structured execution and sustainable outcomes, written for Marketing, Sales, Medical Affairs and Digital teams.

  • Aligning engagement with HCP decision stages through the Decision-Led Engagement Model™
  • Building AI-powered personas and intelligent content systems
  • Integrating Next Best Action across digital, Sales and Medical channels
  • Simulating customer engagement journeys with Digital Twins of Customers
  • Balancing local execution with scalable governance
  • Measuring success with behavior-based KPIs tied to decision progression

Paperback, hardcover and Kindle

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Each store page links to the other available formats.

Cover of Omnichannel Customer Engagement in Pharma

Book 1 · 2023

Omnichannel Customer Engagement in Pharma

How Digital Transformation Can Lead to Omnichannel Customer Engagement

Technology investment only pays off when people understand how their daily work connects to the wider engagement model. This book gives pharma professionals, from product managers and sales representatives to medical leads and directors, an end-to-end framework that connects content, channels, data, operations and capability building.

  • The end-to-end Omnichannel customer engagement framework
  • Modular content, MLR and content operations
  • Governance, KPIs and the role of the field force

Paperback, hardcover and Kindle

Order from your local Amazon store

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Each store page links to the other available formats.

Team copies and book-based workshops

For team copies, a workshop built on one of the books, or an author session with your organization, use the contact details on the contact page.