Customer Experience Consulting

Experience client Agence Cabinet Experts Spécialistes Conseil Consulting

For over 30 years, our team has been providing day-to-day support to industry leaders, innovative SMEs and start-ups, and institutional clients, in their customer experience projects.

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    How we support our clients in their customer experience projects

    Founded in 1993, Alcimed is a consulting firm specialized in innovation and new markets development in life sciences. Spread over our 8 offices in the world (in France, Europe, Singapore and the USA), our team of 220 high-level explorers supports everyday decision-makers and business departments (marketing, research, innovation, strategy, CSR, etc.) in their innovation and new market development projects.

    Our customer experience projects cover topics as diverse as defining or redesigning customer experience strategies, optimizing customer journeys (patient journey, passenger journey, consumer journey, etc.), developing service offerings beyond the product to enhance the customer experience, rethinking sales and marketing approaches, and much more!

    And our activities are not limited to customer experience. The diversity of our clients (manufacturers, ETIs, innovative start-ups, institutions, etc.), the subjects we deal with, and the geographical areas we explore, enable us to master a wide range of missions and develop recognized expertise in our specialized sectors.

    Our missions

    Our expertise

    Examples of customer experience projects carried out for our clients

    • Digital customer experience: development of a Patient Support Program (PSP) to improve the patient experience

      We supported a pharmaceutical company to develop a digital support offer for Crohn’s disease patients. Our client wanted to understand what the major issues were in the patient care pathway and what levers could be used to address them, in order to develop its solution accordingly.

      By identifying and prioritizing obstacles in the treatment process of this disease during a workshop with patients and by co-defining operational solutions to improve and develop the quality of life and well-being of patients, Alcimed enabled its client to develop a solid action plan to create a new patient support program.

    • Customer care: mapping patients' emotions to improve their well-being and quality of life throughout the care process

      Our team helpeda leading pharmaceutical company understand the emotions experienced by patients suffering from a rare disease in order to develop a range of services to improve their well-being and quality of life.

      After mapping patients’ emotions throughout their care pathway (from pre-diagnosis to palliative care) in several European countries, our team conducted a benchmark of services for patients, before selecting, during a workshop with our client’s teams, ideas for services to be implemented to respond to the emotional challenges identified with patients.

    • Customer experience: new service to develop the experience of mountain enthusiasts

      One of our clients, a player in the winter sports equipment industry, wanted to be supported in the development and prototyping of new services to enhance the experience of its customers who are passionate about mountain sports.

      To do so, our team carried out an on-site observation, mobilized our client’s community of 200,000 members (skiers, snowboarders, etc.) and carried out the realization of creative workshops in order to launch of a new value-generating service of services for improving the customer experience along the entire home-mountain route.

      Alcimed was thus able to contribute to the launch of a new service that would generate value for mountain enthusiasts!

    • Digital customer experience: rethinking a more digital sales approach in the field of oncology

      We assisted a leading pharmaceutical company in redesigning its sales approach to prescribers to make it more digital. The Covid-19 crisis having strongly impacted the usual interactions of the sales force with doctors, our client wanted to rethink its entire go-to-market approach on the ‘customer experience’ part to develop a new approach, entirely digital, and different from the competition.

      By identifying trends and benchmarking non-pharmaceutical players in their digital sales approach, and by analyzing the receptivity of doctors to the pre-identified ideas, we helped our client’s sales and marketing teams to define their new ‘customer experience’, from the inspiration phase to the implementation of the new practices within the field team.

    • Development of a digital strategy focused on the customer experience for an industrial player

      Our client, a major industrial player, was aiming to become “fully customer-centric”, putting the customer experience at the heart of its concerns at every level of the company.

      To feed this reflection and contribute to the company’s roadmap, we carried out an investigative project based on benchmarks of the digitization of customer relations (in and outside its sector) and interactions with its customers in Europe and the United States.

      Our project enabled us to question our client’s initial ideas by integrating a more concrete dimension, and to transform a thought process into an operational action plan.

    • Structuring a care pathway and developing the patient experience through the analysis of the needs of "tracer patients"

      We helped a pharmaceutical player to structure a care pathway using the “patient tracer” methodology, which consists of retrospectively analyzing the pathway of a limited sample of patients, in order to diagnose areas for improvement and identify possible solutions for better care.

      By analyzing the profiles of tracer patients and reconstructing their theoretical pathways, and carrying out an investigation with the key players in care (doctors, nurses, etc.), we were able to propose solutions to improve the patient experience, which we then developed in an action plan to improve the care pathway in this pathology based on the experience of the patients.

    • Improve customer experience in the pharmaceutical industry through expert patient engagement

      A major pharmaceutical company was looking to place customer experience at the heart of its innovation process.

      Alcimed worked with the client on the involvement of expert patients in the drug development process. We began by studying the integration of expert patients with the company’s key functions, and the roles involved in the innovation process. We then assessed the company’s pipeline to identify the strengths of a “well-balanced” deployment, enabling the new organization to be rolled out quickly and efficiently. Finally, we developed tools to facilitate the deployment and performance monitoring of the actions implemented, including an interactive digital module to train the entire company in the process, the definition and monitoring of performance indicators, and communication materials.

      The expert patient engagement program is now fully integrated into the company, and has resulted in over 26 expert patient engagements, and continues to expand.

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