Highly commended
Next Generation Customer Experience Academy - Preparing Our People for the Future with the Right Mindset, Knowledge and Skills
With support from Uptake
Summary of work
Takeda is a global leader with a strong reputation for exceptional healthcare professional and patient centricity. Seeking to fully understand the evolving healthcare ecosystem pre- and post-COVID-19 pandemic and the challenges faced with traditional approaches to customer engagement, Takeda Europe and Canada (EUCAN) initiated a brand-new and innovative region-wide capability development programme. The aim of this creative approach was to equip the entire EUCAN organisation with the right mindset, knowledge, and skills to excel in the new future landscape.
Together with Uptake, the Takeda team focused on developing sustainable new skills to enable them to thrive in the changing healthcare environment and integrate these new ways of working into the foundations of company strategy and direction. We wanted to establish true Omnichannel Engagement and enhance the use of Insights & Analytics to enable a smarter, more personal, more productive customer experience. This would allow the employees to deliver excellence in customer engagement, continuing to make a positive impact on patients’ lives.
The result is the Next Generation Customer Experience (NGCE) Academy, delivered via a variety of learning styles, channels and content to upskill over 2000 employees across 16 countries with robust adaptive capabilities to lay strong foundations for future success.
Judges’ comments
Takeda and Uptake have designed a strong and ambitious programme that encourages the industry to move quickly and engage in new ways. The judges commended the team’s execution from beginning to end, which was supported by smart objectives, a clear and well-defined strategy, and a goal that represented
