Pharmaceutical and Life Science industry within AI era

In my 20+ years of experience working in the pharmaceutical industry, I have seen the transformation in terms of tools and solutions to reach customers and deliver messages. I remember in the late 90s in LatAm when we used paper to track calls, then we started using handhelds, and nowadays sophisticated tools plus high-quality systems are part of the customer engagement ecosystem. But today, there is a new character in the field, which is AI. Here, the challenge is to break mindset barriers and use it as real support and develop AI tools as a shorter bridge to connect better with the customers. I recently joined WHX Miami 2026 and had the opportunity to attend a conference by an expert panel to discuss AI and its impact on healthcare, and there was a phrase that caught my attention: “Spooky AI,” meaning that AI could be scary for both people and a whole system. In the end, as part of the system, we need to improve our skills and, most of all, our mindset. As it was in the late 90s, nowadays we need to take advantage of AI by putting it on our side.