Global CX Transformation for a Top-10 Pharma Company

A global biopharmaceutical company needed to harmonize HCP and patient experiences across major markets. We aligned brand strategy to a CX “genome”, gleaned new insights, co-created future-state journeys, and defined a North Star experience to guide capability investment and launch readiness.

We conducted a comprehensive approach that included a CX auditing, defining a CX north star, co-created journeys, segmentation and prioritization, and the establishment of a CX roadmap for improved governance and scalability.

• Enabled launch readiness for 3 products in 6 markets and provided a blueprint for 12 other markets to adopt.
• Unified CX vision and ready-to-activate journeys, vetted across functions.
• Quick wins identified and sequenced with capability needs by market.
• Stronger coordination between Marketing, Medical, and Market Access for consistent experience orchestration.