Future-fit Story:

Healthcare Company

Translate a global transformation program into regional and local reality, balancing ambition with application.

  • Reveal

    We found that the regional team was too small and spread too thinly to realise the potential of a global transformation program. Most of the Healthcare Professional (HCP) journey was still being operated manually, with numerous weak links, aggravated by mistrust of technology as a staff surveillance tool. 

  • Release

    Changing staff perception of new systems was critical, by breaking down the customer journey into manageable stages, then showing precisely how data and technology could enable improvements. A cascade of problems were resolved by setting-up service team notifications properly for issues they could resolve or escalate.

  • Retrain

    Working alongside stakeholders to set-up operating principles that guided retraining business practices – Purposeful, Pertinent, Painless and Personal. The project translated the consulting teams’ advanced best practices into practical local use cases. Two key journey scenarios were workshopped and blueprinted with the customer.

  • Reinspire

    Training with new systems had not been adequate for key users to become self-reliant. They were still getting stuck and reverting back to old ways. It was time to go beyond the project scope to build and set-up journeys alongside product champions. This emboldened the customer to champion adoption in markets across the region.

HITMXE®
moment of truth

The customer had been institutionalised by institutional pharma sales; a model engrained by the parent company. The new business unit was Direct-To-Patient.

Too few of the team were conversant with how to think customer-first, organise for patient outcomes and use technology to operationalise sequence triggered interactions. They’d become too removed from the day-to-day reality for oncology HCPs and stakeholders in the process. We realised that identifying different stakeholder’s needs in that sequence would prevent fixating on technology.

Future-fit businesses of all scales that have broken through their specific barriers to change and grasped their future potential.

Who can the HITMXE® method help?

Startup

From startup to upstart

You are a founder or an investor that needs help to conceptualise your venture into a “Minimum Lovable Product’ with a clear, transformative problem statement and Go-To-Market strategy.

SME

From growing pain to gazelle

You are a business leader looking for ‘common sense’ SME digitalisation playbook galvanising CX, sales, marketing, channel and technology goals into a prioritised and budgeted digital initiatives roadmap.

MNC

From end-up to upend

You are a CMO, CHRO, CIO or Product Owner that needs a design strategy for the network economy and a way of reframing challenges in organisations already executing transformation or CX initiatives.

Events

From future fear to future-fit

You are a conference, event organiser, speaker bureau, client or L&D lead looking for an engaging expert speaker to present a keynote, join a panel, facilitate a workshop or author thought leadership on topics driving business discourse.

Get In Touch

Please send a message if you want to find out more about the HITMXE™ solution, or if you have any feedback, requests, ideas or partnership opportunities, it would be lovely to hear from you!