Create Customer Engagement Planning Frameworks for CX-Based Differentiation

Client challenge

A large global biopharmaceutical company wanted to develop a scalable customer engagement (CE) planning framework to deliver world-class customer experiences across markets. The firm wanted to clearly define customer engagement and support these findings with processes and a technology roadmap.

Client Experiences

Our approach to the client challenge:

DT Consulting led a three-month project to develop a customer engagement framework. We ran workshops to ascertain the nature of the requirements and examined competitors’ operating models to design a new CE planning framework. The firm piloted this approach in two key markets for two core brand teams and then scaled it to an additional four markets.

Client impact:

DT used the findings to help the firm realize where its current framework duplicated effort; clearly define what customer engagement meant; understand how competitors approach CE planning through centralized digital factories; integrate findings with the pre-existing framework; create strategies for content, insights, and measurement; and scale the new framework across other 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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