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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

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