Case Study

Understanding and defining customer engagement to enhance regional Customer Experience strategies

A client challenge

A large, global pharmaceutical company formed a new cross regional customer experience excellence team.

This team wanted to understand and define exactly how customers engage with their brand in order to implement regional strategies for continuous customer excellence improvement.

Our approach to the client challenge

DT Consulting undertook a 6-month, three step engagement that included: Setting out a clear vision for the engagement with clearly defined stages of CX maturity, from touchpoint optimization, experience design to health outcome management. Created a framework that regional teams could use to plan, analyse and implement customer engagement optimization suggestions that included touchpoint optimization, CX-based differentiation and ecosystem value creation. Created a CXIP engagement assessment that can be rolled out by region.

Client impact

The resulting framework was applied to one of the companies APAC regions and was used to optimize specific customer experience workstreams.

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