Market Data

Understand Patient Expectations in Europe to Improve Multichannel CX

Client challenge

A large global pharmaceutical firm wanted to understand what patient organizations (POs) in Europe find important when partnering with pharma but wasn’t sure what patients expect or how to understand and improve its multichannel CX performance.

Client Experiences

Our approach to the client challenge:

DT Consulting led an engagement with three key goals: understand PO expectations, measure their perceptions, and derive a digital strategy to improve the CX that pharma gives POs. From the four CX perceptions of reputation, improvement in patients’ lives, patient experience, and partnership expectations we created a CX benchmark assessment to capture how cross-channel CX integrated with PO perceptions of how connected and simple the journey is. The strategic plan focused on support at the market and therapy levels.

Client impact:

The outcome centered on understanding where to focus multichannel CX improvements based on what patients need and creating a toolkit to work towards this goal.

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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