We help you design and structure intuitive, impactful, and deeper personalized engagements for your HCPs, patients, and payers.
CX operating model & governance
Center for Enablement launch
Joint key account planning
Phased transformation roadmaps
Backlog & planning rhythm
Benefits & KPI framework
Vendor & budget orchestration
Change management & enablement
Risk, issue, and quality controls
ARB/MLR-approval gates integrated into the plan, not bolted on as an after-thought.
A single backlog and cadence that move pilots to scale faster.
Clear roles and decision rights reduce rework and contention.
Portfolio-level dashboards give leaders line-of-sight to progress and benefits.
Center for Enablement (C4E) playbooks and standards travel across brands, franchises, and markets.
Test-and-learn loops convert insights into better journeys quarter over quarter.
CX Mapping
We help you discover and understand the frictions and need states of your HCPs, patients, and payers across key moments in their journey.
Behavioural research & experience insights
Qual/Quant studies
Journey & empathy mapping
Stakeholder personas
Customer needs matrix
Foresight scenarios & trendscapes
Pain point-gain point analysis
Current state experience audit
Current state capability assessment
We turn fragmented anecdotes into structured maps that reveal the true behavioural journey.
Shared personas and needs matrices replace opinion wars with research-grounded insight.
Empathy maps meet foresight, ensuring today’s pain points are solved with tomorrow in mind.
Pain/gain analysis highlights where investment delivers outsized impact.
Experience audits uncover white space versus peer brands and best-in-class players.
Vivid visuals and stories bring urgency, helping stakeholders rally around the customer.
CX Transformation
We help you explore and define your strategic approach to innovation and optimization opportunities for deeper, personalized engagements.
DTC/Digital self-service strategy
Integrated commercial planning
Target-state digital architecture
High-value pilot use cases
Co-creations & workshop facilitation
Visioning & north star frameworks
Opportunity mapping
Concept development
Competitive landscapes
Integrated plans eliminate silos and ensure commercial, medical, and digital priorities reinforce one another.
North star frameworks and target-state plans prevent piecemeal fixes and keep transformation anchored to long-term goals.
Pilot-first approach derisks big bets, validating value before scaling enterprise-wide.
Co-creation and opportunity mapping ensure investments solve real customer problems, not just internal pain points.
Competitive scans and concept development highlight where you can leapfrog rivals and set new standards.
Workshops and collaborative design buy-in, reducing resistance and accelerating adoption.
CX Orchestration
We help you design and structure intuitive, impactful, and deeper personalized engagements for your HCPs, patients, and payers.
Service design & experience blueprints
Interaction/UX-UI design
CX backlog development
Omnichannel engagement systems
Wireframing & prototyping
AI/ML-Driven segmentation models
Dynamic HCP/patient target lists
Commercial insights reporting
Orchestration playbooks
We translate abstract vision into detailed blueprints, requirements, and prototypes that can be implemented immediately.
AI-driven segmentation and dynamic targeting ensure customers receive the right message, on the right channel, at the right time.
A living CX backlog and orchestration playbooks keep execution on track and aligned to value delivery.
Prototypes and test runs reduce costly rework and accelerate time to market.
Commercial insights reporting provides clear line-of-sight between orchestration activity and business results.
Standardized playbooks, design systems, and models scale efficiently across brands, franchises, and geographies.
CX Measurement
We help you test and enable the effectiveness of personalized engagements for your HCPs, patients, and payers via commercial data and analytics.
Measurement planning
AI/analytics use-case backlog
UX research & co-creations
Concept & usability testing
KPI & outcomes dashboard
CX impact modelling
Data & journey analytics framework
Governance & quality framework
Self-service enablement & adoption plan
Dashboards and models translate CX investments into financial, clinical, and brand outcomes leaders can act on.
Research and usability testing feed back into design and orchestration for quarter-over-quarter gains.
AI and predictive analytics surface opportunities before customers even articulate needs.
Data quality frameworks ensure leaders can trust the metrics that guide major investments.
Self-service dashboards reduce bottlenecks, giving markets and functions direct access to actionable insight.
Scenario modelling helps organizations pivot quickly when market or customer conditions shift.
.svg)
