Understand and Define Customer Engagement to Enhance Regional CX Strategies

Client challenge

A large global pharmaceutical company formed a new cross-regional CX excellence team that wanted to understand exactly how customers engage with the brand in order to implement regional strategies for continuous CX improvement.

Client Experiences

Our approach to the client challenge:

DT Consulting began the three-step engagement by defining CX maturity stages: touchpoint optimization, experience design, and health outcome management. We analyzed thousands of CXQ® data points to set a CX vision and design a framework for regional teams to plan, analyze, and implement customer engagement improvements like optimized touchpoints, CX-based differentiation, and ecosystem value creation. We also created a CXIP engagement assessment for regional rollout.

Client impact:

The company applied the resulting framework in one of its APAC regions to optimize specific CX workstreams.

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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