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.

Our Difference

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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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