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February 17, 2026 0

The violation letters that started last September and continue this year might alter how brands craft DTC advertising. FDA is using a “totality of the evidence” standard to decide if an ad is in violation. That means they are now interpreting individual statements and creative elements together. While each statement might be true, FDA is deciding that when taken together, consumers are misled as to efficacy and risk.

This “totality” rationale gives FDA wide latitude to decide if commonly used DTC scenes of active patients enjoying life contribute to misleading claims. Many letters use these scenes as a reason to find greater efficacy claims than the drug really provides. I find the “totality” standard problematic. One could find almost every ad in violation by parsing each scene. There now seems to be a highly subjective degree of oversight.

While each statement might be true, FDA is deciding that when taken together, consumers are misled as to efficacy and risk.

I understand the new FDA is showing it is tougher on advertisers. We all get it. They are taking the desire to ban DTC on television and doing the next best thing by sending more letters. As an industry we have little choice but to respond with ads more likely to pass muster. It is hard to fight an agency that has been directed by Secretary Kennedy to eliminate what we do. They are trying to end adequate provision, the regulation that allows :60 ads, but that plan will face court challenges.

The good news is almost all the ads cited by OPDP can be fixed with a few copy changes and by toning down some of the happy scenes. That may be disappointing to agency creatives, but the reality is ads can still be interesting enough to get consumer attention. I am sure MLR internal groups are increasingly nervous in their review process and will make it harder to get approval. That means brands will need more time to develop ads, create alternatives, and allow for internal review resulting in changes.

I am not overly concerned with what I have seen from OPDP. Their letters are obviously frustrating and, as I said, too subjective. What was acceptable in the past will no longer be allowed. The reality is DTC is running at record spending levels, so drug makers are adapting to the new regulatory crackdown. A few campaigns that received letters needed dramatic changes, but most were just tweaked to satisfy OPDP concerns. I am hoping FDA is satisfied by being “tougher” and drops further regulatory action relating to adequate provision. The drug industry can do its part by showing it is crafting ads that meet the new requirements.

Bob Ehrlich

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February 10, 2026 0

Direct-to-consumer (DTC) advertising once again took center stage during the Super Bowl. This year, four commercials aired that were directly related to prescription drugs or diagnostic testing—an increasing trend as pharmaceutical companies seek to make big, cultural-impact moments out of major live events.

Historically, drug manufacturers have not heavily invested in Super Bowl advertising. That appears to be changing, as companies recognize the power of this massive national platform to reach both patients and healthcare providers simultaneously.

Novartis led the way with another highly creative disease-education ad—this time focused on prostate cancer screening. Last year, the company ran a widely discussed breast cancer awareness spot. This year’s commercial cleverly played on the concept of “tight ends,” featuring NFL stars Rob Gronkowski, Tony Gonzalez, and George Kittle in relaxed settings. The message: men do not need to fear prostate cancer testing because today’s screening can be done with a simple blood test rather than a digital rectal exam.

Even under rising regulatory pressure, pharma is doubling down on the Super Bowl as a must-have DTC stage.

The second ad came from TG Therapeutics and featured actress Christina Applegate, who has lived with multiple sclerosis (MS) for years. In her characteristically candid style, she bluntly stated that “having MS sucks.” The ad directs viewers to a platform where Applegate will share more content about living with MS, while also raising awareness of TG Therapeutics’ treatment, Briumvi, which is designed to slow disease progression. Applegate has long been open about her MS journey, which has profoundly affected both her career and personal life.

The third ad spotlighted Ro, with tennis legend Serena Williams promoting weight loss using a GLP-1 medication available through the company. Williams has been a compelling spokesperson for a range of brands, and this commercial was particularly well executed and persuasive. Ro markets branded medications directly to consumers while also providing ongoing clinical support through its membership model.

The fourth ad promoted Wegovy, Novo Nordisk’s newly launched weight loss pill. The tone was lighthearted and star-studded, featuring celebrities such as Kenan Thompson, John C. Reilly, and Danny Trejo. Given that the pill only became available in January, the spot functioned largely as an announcement to build awareness.

This is a critical moment for Novo Nordisk, as it currently has a limited window to dominate the emerging oral weight loss market before Eli Lilly introduces its own pill version of Zepbound later this year. Novo Nordisk had also faced potential competition from Hims & Hers, but legal pressure and FDA warnings prompted that company to withdraw its lower-cost alternative.

Overall, it is encouraging to see pharmaceutical companies continue to embrace television advertising—even amid growing regulatory scrutiny. The FDA has signaled its intent to make branded DTC ads more difficult to execute by flagging more commercials as non-compliant and by reconsidering rules that currently allow abbreviated risk disclosures in 60-second spots. While the regulatory landscape remains uncertain, it is clear that drug makers are committed to maintaining their presence in major broadcast advertising.

Bob Ehrlich

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January 28, 2026 0

AI is transforming healthcare engagement at unprecedented speed. Here's what most organizations are missing: automation without cultural intelligence creates irrelevance, inequity, and missed opportunity.

 

With over 40% of Americans identifying as multicultural, our groundbreaking white paper reveals how the convergence of AI and cultural intelligence is reshaping patient engagement and why brands that master this intersection will own the future of personalized healthcare.

Who This Report Is For

  • Pharma Brand Leaders
  • Marketing Executives
  • CX Strategists
  • Research & Insights Teams
  • Cross-Cultural Marketing Specialists

Developed by Leading Experts Across Research, Strategy, and CX

This white paper represents collaborative expertise from:

  • República Havas Health | Award-winning cross-cultural healthcare marketing experts
  • Havas CX | International CX network with 1,800+ specialists
  • M3 MI | Marketing intelligence with insights from 40,000+ patients annually

Analysis based on M3 MI's syndicated data covering 23,000 multicultural patients and 3,800+ physicians across 25 specialties. Nationally representative, weighted to U.S. Census and CDC prevalence targets.

Key Learnings: Roadmap to Transformation

  • Converging trends reshaping multicultural patient healthcare engagement
  • Data-driven shifts in patient behaviors across the journey in an AI-driven era
  •  Four-layer CX model for embedding cultural intelligence from inception
  • CX best practices for personalization that respect intersectionality
  •  Measurement strategies demonstrating ROI
  • Future hypotheses to anticipate emerging pressures and convert them to advantage

 

The Paper at Glance

  1. The AI and Cultural Intelligence Imperative
  • The Multicultural Patient Shift: Traditional patient funnels are collapsing. Multicultural patients are building personalized ecosystems blending cultural practices with AI-interpreted health information. They encounter AI content before verified sources. 76% lack the ability to assess this content for accuracy.
  • The AI Opportunity and Interpretation Gap: AI generates unprecedented data and insights. Cultural interpretation transforms this data into actionable strategy. When AI shows Hispanic patients prefer WhatsApp groups, cultural intelligence reveals the underlying drivers: affordability considerations, institutional dynamics, information needs.

 

  1. The Breakthrough Formula:
  • AI identifies patterns at scale: what patients do, where they engage, when they convert
  • Cultural intelligence explains causation: why patterns emerge, what they mean, how to respond authentically
  • This intersection transforms efficiency into relevance: and relevance into trust, adoption, and measurable growth

 

The distinction between correlation and causation is the difference between generic targeting and authentic engagement.

  1. The Perfect Storm: Four Trends Converging Now
  • AI-Generated Misinformation spreading faster than trusted content
  • Affordability Crisis driving patients to unverified sources
  • Political Polarization eroding institutional trust
  • Regulatory Retreat pushing pharma away from culturally specific communications when needed most.

 

As a result, multicultural patients navigate AI-saturated platforms from positions of economic pressure, evolving institutional relationships, and minimal culturally relevant guidance.

  1. The Multicultural Patient Journey in an AI-Driven Era

Our research analyzed health behaviors for a sample of 23,000+ multicultural patients (Hispanic, African American, and Asian American.)

 

The paper examines the complete multicultural patient journey from awareness through adherence, revealing how AI and converging trends are fundamentally shifting behaviors at every phase.

 

The data shows that traditional funnels are collapsing as patients create personalized health ecosystems, with community networks becoming the primary touchpoints and adherence evolving into community-sustained engagement.

  1. Strategic Implications for Messaging and Customer Experience

First-Party Data Foundation: Organizations that leverage transparency to build trust through culturally informed data can see increased accuracy and revenue.

 

Four-Layer Implementation Framework:

  • STRATEGY LAYER → Cultural expertise defines what context AI needs (historical grievances, social determinants, within-community diversity, decision logic)
  • INTERPRETATION LAYER → Cultural intelligence explains causation behind AI-identified correlations, distinguishing rational adaptation from demographic preference
  • EXECUTION LAYER → Cultural intelligence reviews AI-generated content for bias, guides toward culturally native strategies
  • OPTIMIZATION LAYER → Cultural intelligence redirects AI efficiency metrics toward effectiveness outcomes (trust-building, barrier reduction, sustained adherence)

 

Measurement That Matters: Success should be evaluated through metrics that go beyond traditional engagement rates, focusing on conversion and adherence by cultural segments, trust and satisfaction scores, media effectiveness within specific communities, and community-specific KPIs that ensure equity across all touchpoints.

  1. The Data Is Clear: Cultural Intelligence Equals Competitive Advantage

Organizations leveraging culturally informed strategies see:

  • 2.9x more revenue and 1.5x greater cost savings by leveraging first-party data ecosystems for precision and efficiency.
  • 95% accuracy in connected data systems compared to 70% with traditional methods, enabling better decision-making and personalization.
  • 2.6x higher engagement when deploying in-language AI conversational agents, driving relevance and trust at scale.
  • 25–40% reduction in treatment abandonment through predictive AI informed by cultural context, improving adherence and outcomes.

 

The opportunity window is closing. Early adopters are establishing trust, building data ecosystems, and capturing market share.

  1. Looking Forward: Six Hypotheses for the Future
  • Data Ecosystem Advantage
    First-party data will evolve beyond demographics to enable segmentation that reflects cultural values, language preferences, and decision-making norms.
  • The In-Language Imperative
    Success will depend on AI systems trained in medical terminology, colloquial expressions, and regional variations—not just translation.
  • The Co-Design Requirement
    Community partnership will become essential. Patients will trust AI only when cultural stakeholders help shape design, validate outputs, and mitigate bias.
  • The Transparency Advantage
    Transparency in AI decision-making will move from a compliance checkbox to a trust-building requirement. Clear, culturally sensitive explanations will be key.
  • Predictive Intervention
    AI integrating social determinants of health will enable proactive support, financial counseling, transportation, and community resources before treatment abandonment.
  • The Emotional Resonance Shift
    Micropersonalization will evolve into emotional resonance. AI will adapt tone, framing, and narrative to cultural context, blending empathy with technology to build authentic trust.

 

The Moment Is Now: As AI advances, human cultural expertise becomes MORE critical. Technology reveals opportunity; cultural intelligence ensures organizations capture it effectively.

 

The Minds Behind the Paper

  • Eirásmin Lokpez-Cobo, MS, MA | Executive Vice President, Brand Strategy Health, República Havas Health
  • Jayne Krahn, BS | Senior Vice President, Product & Research Operations at M3 MI
  • Mark Makuch, MBA, MA | Executive Vice President of Strategy, Havas CX
  • Marcela Turner, MA | Director of Strategy, República Havas Health

Download the Full Executive Report Now

“Where Culture Meets AI: Scaling the Human-Centered Healthcare Experience”

Discover the complete framework, data insights, and implementation strategies that leading organizations are using to win with the 40%+ of the U.S. population driving healthcare growth.

DOWNLOAD THE WHITE PAPER

Want to Discuss How These Insights Apply to Your Brand?

Connect with our team for a consultation on implementing cultural intelligence + AI strategies for your organization.

[CONNECT WITH US]

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December 11, 2025 0

The FDA 9/9 letters reshaped DTC advertising. Three months later the real impact is emerging, from ad pauses to pushback on net impression claims. On September 9 the FDA issued 27 untitled letters to pharma companies over allegedly misleading television ads. We reviewed what has actually happened to the DTC efforts of those cited brands.

Nine brands have gone completely dark on television. Eleven are still running what appear to be the same ads, which likely means they are disputing FDA’s interpretation or are negotiating modifications. Four brands have revised the cited ads and returned to air. Three have introduced entirely new creative.

Only four matters have been formally closed, indicating FDA has accepted the company response. The fact that eleven cited ads are still on air suggests drug makers believe they remain in compliance and are prepared to defend their position.

FDA’s rationale for citations varies, but the most common is overstated efficacy. Sometimes FDA points to clinical data they believe contradicts the claim. Other times they argue the “net impression” overstates benefit, even when the supers are clinically accurate. In those cases, FDA says the emotional tone—patients looking “too happy,” “too energized,” or “too cured”—creates an impression inconsistent with the drug’s actual performance.

Another recurring issue is distraction during fair balance: rapid scene cuts, visually stimulating footage, heavy music, or supers that are difficult to read. These are adjustments drug makers can fix relatively easily. Consumers are not harmed by a more subdued fair balance section; in fact, boring is often better.

A tougher FDA means advertisers must be more cautious, not that they should abandon television.

What troubles me most is the widening use of the net impression standard. It gives FDA enormous latitude to declare a violation based on the subjective view of a single reviewer. Several letters cite nothing more than “smiling patients” as evidence of overstated efficacy. That is an arbitrary benchmark and I expect companies will push back hard.

The good news: after the 9/9 blitz, FDA appears to have cooled down. They made their point, and the entire DTC ecosystem is now paying attention. The bigger question is what comes next—specifically, whether FDA intends to eliminate the “adequate provision” pathway that has enabled broadcast advertising for nearly three decades. Any attempt to restrict it will ultimately be a First Amendment fight, and courts have historically required a very high bar to curtail commercial speech. With 28 years of DTC television and no demonstrated public health harm, FDA would need overwhelming evidence to justify new limits.

I remain confident that DTC television will endure. A tougher FDA simply means advertisers must be more cautious in claims and more disciplined in fair balance. The industry will adapt. And we should not let FDA bluster scare us off the broadest reach channel we have.

Bob Ehrlich

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December 1, 2025 0

“When you talk to a doctor or a lawyer, there's medical privileges, legal privileges. There's no current concept of that when you talk to an AI, but maybe there should be.”

—Sam Altman, The Atlantic (2024)

Take it from the CEO of OpenAI: Confidentiality and privacy protections are among the biggest unresolved issues for those interested in using emerging artificial intelligence tools in settings such as law and healthcare. Strict professional privileges exist for a reason. We ask people to share the most sensitive moments of their lives so we can educate, support, and guide them. They open up because they believe their words will be handled with care, kept in context, and never used against them.

AI promises speed and scale, but it does not confer privilege. The tension shows up in daily work. A team wants to turn a powerful interview into a plain-language explainer. Another wants multilingual versions of an adherence story. A third needs a short script for a Patient Ambassador™ video. AI could help each project move faster.

Yet the raw ingredients (transcripts, recordings, voice messages, emails) can contain names, dates, locations, adverse events, trade secrets, and distinctive phrases. Feed those into a general model and you may create a trail you can't fully see or control. Even when policies say inputs aren't used for training, exceptions exist. Retention rules evolve. Humans sometimes review snippets. The words you were trusted to protect may travel further than you intended.

Evolved Privacy Policies

Across the world, legislators have passed regulations to protect their constituents from overly intrusive data harvesting practices. The life science industry and their agencies have established processes to comply with regulatory mandates, in many cases being more restrictive than required. For example, the European Union's GDPR rules have emerged as the industry’s best practice, even outside of the EU's jurisdiction. The point is to be as restrictive with data, and as respectful with patients’ safety and privacy, as possible.

Such good faith efforts are important when building a trust-based partnership among equals. And they're expected. Privacy, for patients, isn't abstract. It's protection from harm that could affect an already vulnerable population. Patients and caregivers are motivated to work with the life science industry for many reasons: human connection, empowerment, motivation, education, inspiration. Becoming a dataset or having sensitive information exposed isn't one of them. So, to enter the AI era respecting privacy, three rules apply.

Rule #1: Guide the Process

The lead in patient engagement needs to be held by a sentient human being like yourself. A human can be held accountable. A human also knows that they could, now or in the future, be a patient themselves. So, they understand the gravity of their responsibility and know how to address concerns and apprehensions.

This only works if that human is more than just an order taker. They have to be familiar with the patient, competent at their craft, and able to guide through a regulatory-compliant cocreation process.

Rule #2: Have a Conversation About Consent

If a patient contributes to creative content, they should know exactly how that piece will be created, where AI may help, and where humans will review.

They should understand the process for creation, publication, and future reuse. If they change their mind, the path to withdraw should be simple and honored quickly. A checkbox at the bottom of a long policy is paperwork. A clear discussion about purpose, limits, and control is respect.

Rule #3: Maximize Meaning, Not Data

Once the ground rules for cocreation are understood and the humans have sorted out how they will work together, AI assistance can come into play. Generative AI can be a detriment to authenticity and has a measurable image problem within the patient and caregiver community[i]. So if you introduce AI, do so only on a need-to-know basis and preferably only on behind-the-scenes processes.

For example, for an LLM to assist with drafting, it won't need the full, raw record of life. It will need meaning. That means removing identifiers and letting AI operate on a focused, safe excerpt or summary of the original notes. Always ask: “Is this information necessary to accomplish what we're looking for?” If the answer is yes, and if the information is privileged, manual work or a secure, on-site system is required.

Keep the Human Voice at the Center

The reason we always emphasize authenticity is because real human stories change behavior more than engineered, sterile content ever will. AI can help translate and organize those stories. It cannot live them.

We can safely expect AI to become better at mimicking human nuances: imperfect phrases, deliberate pauses, heart-wrenching rawness, elevating inspiration. But as generative content floods every channel, audiences will reward not only what feels true but what they know to be real and accountable. Whatever you do, never pass artificial patients off as real ones. Break that promise once, and all your work could be called into question.

Respecting these guardrails prevents rework. When teams avoid over-collection on the front end, they spend less time redacting. When consent is explicit, legal reviews move faster. When provenance is built in, Medical-Legal-Regulatory discussions focus on substance, not process.

The result is a speedy and satisfying mode of engagement with predictable cycles, fewer surprises, and assets that stand up months later when someone asks, “Where did this come from?” If you wouldn't want to read a prompt and its source materials in a public forum, don't put them in a model you don't control.

Environment and Expertise

Teams that want to use AI will need the right environment and the right expertise. The environment should match the stakes: private instances when identifiable data is unavoidable, zero-retention settings, strong access controls, short retention windows, encryption in transit and in storage, and separation between systems that store identifiers and systems that generate content.

The expertise is the human part: interviewing that captures meaning without excess detail, editorial judgment that keeps education separate from advice, cultural fluency in every language we publish, and regulatory rigor that anticipates hard questions before they're asked.

This is not easy to build, but the right agency can help select the right use cases for AI, set up the protected environment, convert legal principles into usable workflows, and defend the final product. After all, they know exactly how it was made.

AI can have a place in responsible patient engagement. Privacy has the first place. Until society gives AI conversations the protections we expect from medicine and law, act as if every patient word entrusted to you is a promise. Keep that promise, and you'll earn the speed AI offers without spending trust you cannot afford to lose.

[i] Data from a recent survey SNOW conducted with 297 patients and caregivers suggests there is a strong negative feeling toward generative AI in patient content: 42% are not open to AI being used at all in the creation of content involving patients or caregivers.

Oliver Portmann

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November 11, 2025 0

If the FDA’s targeting of TV ads and social media influencers makes one thing clear, it’s that the biopharma industry is under the microscope. Promotions once considered “safe” are now fair game for untitled letters, warning letters and cease-and-desists. Understanding this new environment matters, but it is not the real story. The real story is what comes next. Direct-to-patient communication won’t disappear but will have to evolve. The future isn’t bigger media buys. It’s stronger relationships built on clarity, respect, and measurable help for real people.

That’s why many leading biopharma brands are rethinking their patient engagement strategies—not by walking away from it, but by grounding it in authenticity. For those clients, SNOW creates engagement that connects patients with information they can trust, stories they can relate to, and support they can act on.

From Mass Marketing to Meaningful Connection

The next chapter of DTC rewards brands that trade frequency for trust, interruption for invitation, and claims for context. Patients want to understand whether a treatment is right for them, what risks there really are, and how to talk with their clinicians. If your content does not answer those questions, it won’t earn attention, and it certainly won’t earn trust.

The enforcement wave simply accelerates a truth we’ve always championed: fair balance is not a checkbox; it’s a content strategy. When patients grasp the real benefits and risks of a treatment, they are far more likely to have informed, productive conversations with their HCPs. That’s what genuine patient engagement looks like and what the regulatory shift now demands.

What’s been Flagged

In the current regulatory enforcement wave, a pattern is emerging:

Risk Omission or Minimization: A persistent issue is that major safety risks (boxed warnings, serious adverse events) are not adequately presented or are omitted altogether.

Misleading by implication: Ads are using phrases, visuals, or results that suggest more than data supports (for example, emotional/social quality of life improvements.

Visual and format distractions: Use of distracting visuals, scene changes, font/contrast/or placement (especially in “major statement” risk disclosure) so that risk messaging is less noticeable or readable.

Mechanism of action overclaiming: Making efficacy claims or implying understanding of how the drug works when clinical pharmacology doesn’t support full understanding.

Promotional medium: ads, TV, online video, sponsored links: Many letters reference DTC broadcast or video advertising, and increasingly sponsored‑search links or equivalents.

What to Build Instead

1) Human support changes outcomes.
DTC cannot do what a trained Health Educator, nurse navigator, or peer ambassador can do. Build programs that let patients ask questions, explore scenarios, and map decisions to their personal context, and offer empathy backed by rigor. SNOW helps clients operationalize that human layer, training every touchpoint on on-label boundaries, adverse-event capture, and cultural competence.

2) Trust is the currency.
Trust forms when information is credible, complete, and authentic. That means making risk information first-class content, not a fast scroll. It means showing your work and helping patients understand what the data really says and why it matters.

3) Clear beats clever.
The future favors clear, instructive communication. Define who a therapy is and is not for. Translate clinical endpoints into outcomes a patient can understand. Use graphics that slow the eye and aid comprehension.

4) Impact over impressions.
Stop chasing clicks and eyeballs. Optimize for high-value patient actions: diagnosis, guideline-concordant starts, and persistence at clinically meaningful milestones. If a channel cannot advance those goals while maintaining fair balance, it does not belong in the plan.

5) Governance as a growth engine.
Strong promo-review SOPs, creator rules, and documentation are not red tape. They are brand safety and speed. When enforcement ramps up, teams that can prove discipline in real time keep moving while others scramble.

6) AI operates under its own set of rules.
Generative AI has entered healthcare, but it’s not engineered for fair balance. SNOW uses AI to improve process efficiency, not to replace human storytelling. Real patient voices remain the foundation of authentic communication.

The New DTC: Built for Trust

The next era of patient engagement is one where education replaces promotion.

  • Owned education hubs, such as brand websites, should feel like care, not ads. They should feature real patient experiences, plain-language, and decision aids that patients can print and take to appointments.
  • Editorial storytelling should mirror the questions patients actually ask: “Is this for me?” “What should I watch for?” “How will this fit into my life?”
  • Health Educator and peer-ambassador programs should extend that learning journey, guiding patients with empathy and regulatory compliance.

These are the programs that move the needle on understanding, adherence, and trust.

The bottom line

DTC doesn’t end here. Bad DTC does. Now is the time to replace noise with nuance, and messaging with meaning. Build for trust and clarity, and your engagement won’t just survive the crackdown. It will help people make informed decisions with their clinicians, and feel confident about the path they choose.

Lynn Kirkpatrick

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October 2, 2025 0

To build trust and relevance, and achieve better outcomes, life science companies must embrace cocreation early, often, and intentionally.

After being told she had metastatic breast cancer, Jackie* was devastated. Was this the end of the road then? What about her kids, her husband? There was little energy left in the tank but she saw it as her duty to keep going. And so, she agreed to continue her treatment journey.

Today, Jackie is grateful for the new lease on life she was given thanks to various therapeutic interventions, but she also knows that her journey could have been much easier and less painful if those responsible for her healthcare had collaborated with her and others in the mBC community to understand the needs of patients to educate them on screenings and access to care. That’s why she was thrilled when she got invited to cocreate exactly the solutions that would have helped her earlier on.

What is cocreation? Hint: It’s not market research.

Cocreation is the act of building, together. It’s the process by which patients, care partners, advocacy leaders, and life science marketers come together to shape materials, strategies, and communications that reflect real needs, real language, and real life. A technology-driven human experience that generates rich, rapid insights.

At its best, cocreation delivers not just campaigns, insights, and compliance, but also clarity, relationships, and connection. And it’s done from the very beginning of the product lifecycle and sustained over time.

What Are We Really Creating?

Think broadly: Healthcare isn’t one size fits all. It is personal. It is emotional. Cocreation generates rich patient insights driven through unique relationships with patients by utilizing design-thinking methodologies to create solutions for patients, by patients. For an early-phase cocreation effort, we might be developing recruitment videos for clinical trials that speak to patients in their own language. Or revising the lexicon itself, challenging how endpoints are described and ensuring that the language used is relatable and relevant to the community. In later phases or post-launch, we might be designing explainer brochures, discussion guides, support programs, or the tone and format of a campaign.

But more than any single deliverable, we’re creating an experience built on lasting relationships and trust. We’re designing how patients feel when they first encounter a brand. We’re setting the tone for how patients engage with their treatment and their healthcare providers. We collaborate with diverse and dedicated patients and care partners who want to help shape the future their disease category’s patient experience. People like Jackie.

A person who just found out they have a chronic or rare condition is at their most vulnerable. No synthetic or canned approach can be nearly as reassuring as a real human being’s care and support. That’s why Jackie’s voice is irreplaceable.

A Matter of Good Business Practice

But how important is it, really? Let’s begin with the obvious: As a matter of good business practice, of course it’s critical to know what patients want and need and how they talk and feel about things.

But there’s more to it: Patients today are not passive recipients of care. They are informed, organized, and increasingly vocal about what works and what doesn’t. For that reason, life science companies that don’t build with patients from the beginning risk falling behind—not just in perception, but in performance and retention. Regardless of how good your brand team or “AI focus group” is at discerning what might be the right way to go to market, the absence of patient connections will be noticed and will leave growth potential on the table. So why wouldn’t we want to do what we can to really understand the market’s needs?

The good news is: with tech-enabled efficiency gains, any brand can now cocreate, regardless of the resources they have. What once required days of meetings, drafts, revisions, and back-and-forth logistics can now be streamlined through emerging technology like AI and digital collaboration tools. Tech has opened up space on our calendars—space we should fill with more human connection. We’re able to engage more often, more thoughtfully, and more nimbly than ever before.

The Power of Early Engagement

At any stage of the product lifecycle, cocreation is going to improve a brand’s positioning, but much like compounding interest in a bank account, the earlier you get started the more your brand(s) will benefit over time. Too often, companies bring patients in after key decisions have already been made. But cocreation isn’t about validation. It’s about origination.

Starting early allows you to define what matters, not just refine what’s already decided. It opens the door to “unknown unknowns,” those vital truths that only emerge when you stop assuming and start asking. Cocreation challenges the unconscious bias and allows ideas to lead the way through active listening.

Some of the most successful brands embedded cocreation into their brand planning from the earliest stages, even establishing sub-councils focused on clinical trials. The goal? Solve problems before they’re problems and understand what matters most to patients before you finalize your protocol. Let the community define the must-know, must-do criteria. Build the experience from their point of view.

By activating a high-trust relationship there’s an ability for patients and care partners to “spill the tea” in a supportive environment where they’re sharing their thoughts and feelings, motivated to create solutions through empathy and deep understanding. You harness the power of connection to bring patients to the center of your ideation process moving from evaluation to cocreation and co-ideation.

The Ecosystem Effect

Once you start cocreating consistently, something remarkable happens: The work feeds itself and positions itself as a patient insight-focused ecosystem. Insights lead to better engagement, which leads to better data, which leads to better insights. It becomes a continuous, iterative process that’s able to adjust itself to a changing environment. It also becomes a competitive advantage.

So, how do you to get started? Many face that challenge: Teams feel overwhelmed. Legal gets nervous. There’s confusion about who owns what, what’s compliant, and what success even looks like. Fear of “getting it wrong” becomes a barrier.

That’s why governance matters and where patient engagement agencies come in—not to take over the conversation, but to enable it. SNOW has years of experience in Patient Engagement and provides the structure, oversight, and experience that lets your teams focus on what matters: being in the room, cocreating with the community to give Jackie and others like her a voice.

 *Name changed to protect patient privacy

Linda Davis

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September 19, 2025 0

When Robert F. Kennedy Jr. was nominated, I wrote that FDA could slow direct-to-consumer (DTC) advertising simply by finding more ads violative. Reviews are subjective: an ad can be flagged for over-promising efficacy or for distracting visuals during fair-balance disclosures. It now appears OPDP reviewers have been told to be tougher—and the flood of letters proves their intent.

The FDA just released a raft of untitled letters on television DTC ads, citing about 25 branded spots. Normally I’d discuss each case, but given the volume and similarity, it’s more useful to focus on the recurring themes.

OPDP now concludes many ads are misleading because they overstate a drug’s effectiveness—not through a specific false claim, but through the overall impression. Too often, ads show patients transformed into active, happy, contented people, while real-world benefits are more nuanced.

“OPDP is now prosecutor, jury and judge. That is our new regulatory reality.”

Other frequent violations involve fair balance: distracting visuals, rapid scene changes, or supers that are hard to read. Many of the ads now criticized were pre-cleared before airing. What passed once is suddenly unacceptable.

These new violations are a royal pain for marketers, but most are fixable without lengthening commercials. OPDP essentially wants ads to tone down net efficacy impressions and run very plain, even boring, fair-balance segments. This looks like the opening shot in a sustained OPDP campaign to discourage TV use by making ads harder and costlier to produce.

It feels unfair to penalize ads that regulators previously approved. Yet HHS signals a new sheriff in town: Kennedy and his deputies intend to “gun for the bad guys.” Drugmakers will have to rethink the creative vehicles that make commercials engaging. “Fun on the beach” may give way to “fun in the nursing home.”

Expect many more letters. Most DTC advertisers should assume one is coming. And because OPDP now acts as prosecutor, jury, and judge, it will be hard to rebut such subjective assessments. That is our new regulatory reality.

 

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September 10, 2025 0

Yesterday, President Trump issued a Presidential Memorandum instructing HHS and the FDA to revisit the rules governing direct-to-consumer (DTC) advertising for prescription drugs. The policy signals a return to pre-1997 requirements—when television ads were effectively impossible because they required the full Package Insert (PI) disclosure on-screen. Bob Ehrlich, CEO of DTC Perspectives, weighs in on what this could mean for advertisers, consumers, and the pharmaceutical industry.

Bob Ehrlich

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August 14, 2025 0

Patients and providers often engage with health content during overlapping time frames. When HCPs and consumers are aligned, behaviors change and brands grow. While many marketers see HCP and DTC alignment as ideal but difficult to execute, the landscape is shifting.

With the trend toward health consumerization, today’s patients are more informed, empowered, and proactive. Today, 60% of Americans get more medical info online than from doctors (Merck), but many feel overwhelmed and confused by the sheer volume of evolving health content. Consumers now cross-check sources, prioritize “what works for someone like me” relevance, and come to appointments already informed, often driving the treatment conversation.

Still, providers and hospital systems remain the most trusted information sources (McKinsey, 2024), meaning digital-first discovery still needs validation from credible medical authorities.

When consumers ask for a brand and HCPs are already aligned on its clinical value, prescriptions increase. Programmatic strategies like PulsePoint’s that coordinate touchpoints across both audiences can deliver the scale, trust, and impact needed to drive action.

How to Align HCP and DTC Healthcare Marketing

Patients and providers move fluidly through the healthcare journey. Patients come and go based on symptoms, diagnoses, and life events, and providers based on new data, evolving guidelines, and clinical experience. 

To influence behavior on both sides, healthcare brands must move beyond siloed efforts and adopt a unified, real-time approach to HCP and DTC marketing. That starts with investing in health-specific programmatic technology that enables precision, agility, and scale. By activating campaigns based on real-time condition signals, content behavior, or HCP clinical activity—and dynamically adjusting spend, targeting, and creative—brands can keep both audiences in sync as they move through their decision-making journeys. 

Executing this effectively requires four foundational capabilities:

  • Precision Targeting – Reach the right audiences. Use real-time health signals and behavioral insights to reach the most clinically relevant, engaged consumers and the HCPs most likely to treat them.
  • Omnichannel Execution – Deliver responsive messaging. Execute a smart media mix HCPs and consumers actually use, including display, CTV, OLV, native, and more, to ensure engagement regardless of where the audience is spending time. A smart media mix ensures you’re maximizing reach through non-endemic and endemic environments. 
  • Measured Media Effectiveness – Measure what matters. Metrics like NRx lift, ROAS, HCP engagement, and deduplicated audience performance provide a full view of health journey impact.
  • Adaptive OptimizationsUse dynamic insights to drive data-driven adjustments to campaigns in real time, including fine-tuning messages, targeting, channel investments, and creatives to maximize performance.

When executed well, this HCP-to-DTC crosswalk improves marketing efficiency and directly influences patient outcomes and brand growth.

A Real-World Example of Impact

Butler/Till, a leading marketing agency, activated an HCP/DTC omnichannel campaign powered by PulsePoint’s health-first programmatic platform to elevate a gastroenterology brand facing low consumer awareness despite clear clinical advantages.

On the HCP side, the campaign focused on precision targeting and positive prescribing outcomes. Using PulsePoint’s DirectMatch™ technology, the team validated and reached individual HCPs with relevant prescribing activity. To expand beyond the existing target list, Clinical SmartLists™ were used to identify additional providers actively treating the condition or engaging with related brand content. Sequential messaging played a key role in nurturing HCP engagement, retargeting brand site visitors, and tailoring outreach based on behavioral signals to move them closer to prescribing action.

On the DTC side, the campaign centered on contextual relevance and intent-based targeting to drive consumer engagement. PulsePoint’s Health Pages and Health Populations (Plus) were used to identify high-intent users actively consuming condition-related content across the web. To further improve precision, the team built Bespoke Audiences™ using deidentified claims data, targeting audiences with a higher likelihood of condition prevalence. Campaign scale was expanded through integrations with leading third-party audience providers. Brand site visitors were also retargeted to reinforce awareness and deepen consideration along the path to action.

The result? Coordinated exposure met consumers in discovery mode and ensured HCPs were primed to prescribe, creating a powerful crosswalk and connected care journey that drove measurable impact through aligned engagement.

According to a leading independent pharma measurement firm, this integrated campaign delivered the largest NRx lift to date for the brand. It’s being touted as the most successful campaign in the brand’s history. In just six months (January–June 2024), the campaign showed significant scale and brand impact, delivering a positive ROAS of 4.32 across consumer audiences and 6.48 across provider audiences.

Curious what success looks like? Download the full case study here

Why the HCP-to-DTC Crosswalk Matters More Than Ever

Healthcare journeys don’t unfold in silos. Patients research, providers prescribe, and, increasingly, their decisions influence one another. That’s why an aligned HCP-to-DTC strategy is no longer a nice-to-have; it’s essential.

When brands guide both sides of the prescription conversation, they build clinical confidence and consumer demand in tandem. With the right data, creative, and channels activated, marketers can deliver synchronized experiences that move audiences toward action. As the success of PulsePoint and Butler/Till’s campaign demonstrates, the most impactful healthcare strategies aren’t linear—they’re crosswalks. And when executed well, they lead to something far more powerful than engagement: measurable outcomes.

Amy Fieber