Scale HCP Feedback Across Touchpoints to Boost CX in 20+ Markets
Client challenge
A large global biopharmaceutical company wanted to better understand HCP preferences during various interactions to drive improved CX across channels. They wanted to a solution that could be scaled throughout the organization that simplified the implementation of touchpoint measurement and improve content strategy and channel experience.
Client Experiences
Our approach to the client challenge:
To help the client make its measurement approach more actionable and improve CX, DT Consulting measured CXQ® directly with HCPs in two key markets to gain a deeper understanding of how they perceive their interactions with the firm on two key touchpoints. We then expanded the program from two markets and two touchpoints to six touchpoints and more than 20 markets on four continents.
Client impact:
Based on these findings, DT enabled the client to help each of its markets understand their CX strengths and weaknesses. We also helped the firm improve its core channels by making the website simpler to navigate and content easier to find.
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.
Excellence
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.
Execution
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.
