Strategic Plan

Assessing and Setting a Direction For a Digital-First Customer Engagement Operations Organization

Client challenge

A large global pharmaceutical company created a new cross-regional customer experience excellence team. This team wanted to understand the firm’s current ways of working, pain points, and opportunities across its customer engagement capabilities and identify areas where it can further accelerate and improve ways of working across brands, markets, and functions.

Client Experiences

Our approach to the client challenge:

DT Consulting undertook a six-month, four-step engagement that:

  1. Developed a digital customer engagement framework to assess the end-to-end process for customer engagement.
  2. Conducted market-level and global-level surveys and interviews to assess the current commercial model. DT synthesized the intake data to identify and map capability gaps and improvement areas.
  3. Designed a digital leadership vision showcasing how digital is changing the game and can be used as a key enabler to drive the organization’s strategic priorities forward.
  4. Designed and facilitated co-creation workshops across key priority capability areas to validate gaps and ideate quick wins and long-term solutions to roadmap and take forward.

Client impact:

The digital customer engagement assessment allowed the organization to bring markets onboard, pinpoint organizational obstacles, and identify focus areas on its transformation journey. The success of the framework led to the company adopting it in other key markets.

Our Difference

Learn more on About Us


We’ve been digital transformation leaders in the life sciences ourselves—so we understand the practical effect our advice has on your day-to-day activities. Our experience and focus enable us to offer you simplicity; our solutions make it easier for you to manage complexity. You get access to experts who understand your business and have tackled similar challenges.


Our rigorous research process and proprietary consulting methodologies ensure that you get objective information from an independent source. As part of Indegene, we also have the resources to handle long-term, multisite projects with multiple workstreams. You get the best of both worlds: the agility and personal attention of a specialist firm backed by the resources and reach of a big player.


Years of focus on and dedication to digital and customer experience transformation has given us deep insight into the life sciences industry. We’ve augmented that depth with breadth: the capacity to provide advice on the entire spectrum of your operations, from clinical to medical to commercial. We can execute engagements end to end—from strategy to execution—and deliver at the scale you need.

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