Case Study

Understanding patient expectations to improve multi-Channel CX

A client challenge

A large, global pharmaceutical company wanted to understand what patient organizations (POs) in EUCAN consider important when partnering with pharmaceutical companies but were unsure about patient expectations, and how to improve and understand their relative multi-channel CX performance.

Our approach to the client challenge

DT Consulting undertook a 3-month engagement where the approach was defined on three key elements: understanding PO expectations, measuring their perceptions and deriving a digital strategy to improve the customer experience between POs and pharma companies. The four CX perceptions were based on reputation, patient life improvement, patient experience and partnership expectation. DT Consulting created a customer experience benchmark assessment to capture how the cross-channel customer experience was integrated within PO perceptions. How connected and simple is this journey? This strategic plan was focused on support at both the market and therapy level.

Client impact

The outcome was centred on understanding where to focus the multi-channel CX improvements based on what patients need alongside the creation of a toolkit to work towards this.

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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