Strategic Plan

Understand HCP Preferences to Enhance Their Customer Experiences

Client challenge

As part of a wider customer experience transformation plan, a large multinational pharmaceutical company wanted to have a clear understanding of how it should engage with HCPs across its established and developed markets.

Client Experiences

Our approach to the client challenge:

DT Consulting designed, fielded, and analyzed an extensive voice of the customer survey to more than 1,000 HCPs across 18 global markets and conducted nearly 100 local interviews to add qualitative insights. The survey asked about customers’ aims, needs, and challenges; whom they interact with in their healthcare ecosystem; the experiences, interactions, and content they want; and what they value from pharma organizations. We shared the findings in 17 collaborative workshops across the markets.

Client impact:

DT used the findings to develop a detailed customer engagement strategy that accounts for changing HCP interactions across markets and enables the firm to understand why customers choose to work with it and what their pain points were in dealing with the firm.

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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