Winner
Making People Smile: A Strategic Transformation and Upskill Programme to Enable Patient Experience (Px) and Customer Experience (Cx)
Summary of work
Patients are more empowered than ever and expect to experience healthcare options in the same way they experience all aspects of life. As a Rare Disease Company, KKI is perfectly positioned to put the patient first, and support healthcare professionals in meeting the ever-evolving needs of patients.
12 months ago, we recognised a need to transform our way of marketing and move from a traditional pharma approach to a future fit solution that puts VALUE for patients and Healthcare professionals at the centre of everything we do.
To kick start the process, a steering committee was set up consisting of marketing leaders across the region and jointly led by the Regional Launch Director and L&D Manager.
The following submission highlights the holistic journey of capability development we have been on. This programme has centred the wants and needs of Patients and HCPs (Px/Cx) throughout the organisation, with marketers leading the march armed with a suite of skills, knowledge, tools, and processes.
Our external partner, Possible, a strategic healthcare consultancy, worked with us side by side throughout -from the initial vision, to the TNA, the capability delivery and the build of tools, processes and subsequent programmes to truly embed Px/Cx.
Judges’ comments
This entry Kyowa Kirin and Possible was comprehensive as it looked at the entire stakeholder landscape. The rational was clear, gaining evidence from customer experience. They did all the right things and judges could see the improvement in business. There is strong evidence of how this will influence future decision making.
