Creating a Best-in-Class Omnichannel Organization

To enable its transformation into a best-in-class omnichannel organization, the Omnichannel Customer Engagement & Digital Operations (OCE&DO) team at one of Europe’s largest pharmaceutical companies needed help with developing an end-to-end process for the design, execution, and optimization of omnichannel customer engagement campaigns.

BTG deployed a former Global Digital Manager at Novartis and accomplished project manager with extensive knowledge of analytics, digital strategy, and omnichannel marketing. The consultant collaborated across functions to establish best-in-class standards and efficient processes, drove the implementation of frictionless and dependable patient and customer experiences, and provided hands-on support to help stakeholders successfully execute on select OCE tactics.