Benchmark and Roadmap CX Differentiation Via Omnichannel Engagement

Client challenge

The COVID-19 pandemic prompted a large multinational pharma firm to assess and benchmark its digital CX capabilities. From these findings, the client wanted to develop a framework and roadmap to enhance its post-COVID digital HCP interactions.

Client Experiences

Our approach to the client challenge:

DT Consulting led a three-phase project. For the voice of the customer, we surveyed HCPs to gain insight into their perceptions and pain points in dealing with the firm. For the voice of the business, we surveyed key figures at the firm to establish the maturity of its digital capabilities. For the voice of the market, we benchmarked the organization’s digital and CX capabilities against its peers.

Client impact:

DT developed a roadmap for the firm’s digital vision in a post-COVID market that prioritized ways to set up employees for digital success. We created a detailed customer engagement strategy that accounts for the changing HCP interactions needed in the “new normal” and an insourcing/outsourcing approach to achieve the firm’s future vision.

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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