We partnered with a global pharmaceutical company to establish a patient- and provider-centric customer experience vision and multi-horizon roadmap.
Challenge
A global pharmaceutical company had successfully adopted new ways of working (e.g., agile, digital capabilities), and several customer-centric initiatives were already underway.
Approach
- Conducted 35+ stakeholder interviews to gain perspectives on strategic/business priorities, customer needs, and org capability to deliver on needs
- Held workshops to define a patient- and provider-centric CX vision and experience design principles
- Assessed CX capabilities in a custom framework to understand the organization’s current maturity in customer experience
- Prioritized opportunities and initiatives and created a multi-horizon roadmap to guide CX investments
Value Delivered
- Completed 40+ virtual collaborative sessions to co-create a CX vision, strategy, and a prioritized multi-horizon roadmap
- Delivered a co-created CX vision and strategy that aligned leaders on a common goal and the path forward
- Prioritized opportunities that would not only meet customer needs but also drive shareholder value