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Our client had committed to establishing a world-class technology ecosystem to deliver more meaningful interactions with its customers. They sought to establish an internal strategy for global rollout and optimisation at a local level, worldwide.

Combining the creative branding expertise of Havas Lynx with our deep understanding of transformation and customer engagement strategy, enabled seamless alignment, engagement and excitement across our client’s global and local stakeholders. Together, we rolled out a world-class, orchestrated customer engagement system. An agile approach to product development underpinned the project and saw the development of simulators to fast track behaviour adoption and engagement with local affiliates.

The programme successfully delivered a series of internal initiatives to drive capability optimisation, local engagement with the new system, and multimedia collateral to communicate across the organisation including snackable content, infographics and a CX future vision video.

Summary of work

  • Healthcare professional engagement strategy
  • Healthcare professional CX journey mapping
  • Adoption of digitally integrated engagement ecosystem (global and local)
  • Commercial operating model design
  • Communications and change management mobilisation