Hi, I have a case interview coming up with Accenture digital. How would you approach the following case: A big pharmaceutical company is looking to reshape it's client explerience. How could you help?
Hey there,
Having done a customer experience case before, a useful way to structure it is to think about this is to break it down in terms of the "Customer Journey" - i.e. how your customers interact with you, and at each point what are the pain points and how you can improve it (in this case, specifically through digitisation.
In the example of a big pharma, if we assume customers are hospitals / research facilities, a way to break down the customer journey could be:
Once you have broken down, identify key pain points and areas where you can improve. Once you have identified these, proposing solutions that leverage digital / digitization. For example, across the journey above.
Above are just examples, but this is in general a good way to think about customer experience.
Hope this helps!
Alessandro
Just some ideas:
Obviously, these are not concrete answers, but rather some pointers about your reference frame in which to think.
Hope this helps
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