GSK_Annual_Report_2021

Digital adoption COVID-19 has accelerated digital transformation across sectors. To keep pace with the changes brought about by digital technology, we have made further investments in digitalisation to support rising volumes and engagements with customers that peaked during the pandemic. We continue to improve and innovate our digital channels, enhance our consumer experience, and focus on data driven and personalisation strategies. These technology-driven enhancements have motivated marketing, medical as well as the sales teams to plan and augment Continuing Medical Education (CME) initiatives webinars, doctor meetings over digital media and online CMEs to improve the overall customer connect and their experience with GSK. The pandemic uncovered a strong need for innovation and the adoption of digital tools. With wide use of digital media, we are achieving better and faster ways of reaching the end-consumer and building our brand recognition. With mobile communications, advanced analytics, and the Internet of Things (IoT) transforming the healthcare industry, we will continue to invest in these for building and strengthening some of our assets to drive the ever-demanding customer engagement and experience. We are exponentially moving in the direction of digital transformation through our purpose driven, resilient, adaptable and agile approach. We continue to improve and innovate our digital channels, enhance our consumer experience, and focus on data driven and personalisation strategies. 14