Case studies
An evidenced voice of customer baseline for Omnichannel
An evidence-based assessment of a US team's voice of customer capability, with a target state and a fundable roadmap.
The challenge
For the business
Leadership needed a defensible baseline before funding a new capability.
For HCPs
Customer feedback was captured in places but rarely reached the teams that could act on it.
What we delivered
- Assessment framework and coding scheme
- Coded stakeholder interviews and external benchmarks
- Scored baseline, prioritized gaps and a crawl-walk-run roadmap
Outcomes and how they are tracked
Business outcome
A fundable roadmap before the budget cycle
Leading KPIs tracked
- Allpriority gaps with an owner
- 1budget case ready for the cycle
Customer outcome
Feedback routed to the teams that can act on it
Leading KPIs tracked
- 20 to 30%less insight-to-action time
- 1 to 2new feedback sources connected
Leading KPIs are indicative targets agreed with each client against its own baseline. Business results follow over later cycles.
- Client
- Global pharma, US affiliate
- Where it fits
- Teams turning a capability idea into a budget case that survives review.
- Service
- Omnichannel impact measurement and ROI
Facing a similar challenge?
A 45-minute working session is the simplest way to test whether a similar approach fits your team and planning cycle.
Last updated 31 October 2026