The Stem

• Gathering, synthesizing and analyzing insights related to key customers to shape engagement approaches and strategies • Conducting innovative primary qualitative, quantitative research and data analysis to capture deep customer insights

• Develop Omni-channel customer engagement strategies • Conduct digital landscape assessments • Create integrated multi-channel strategies • Develop measurement plans and integrated reports • Analyze performance data and make recommendations • Stay abreast of emerging digital trends

• Digital Transformation & Customer Engagement Excellence consultants are responsible for planning and executing aspects of a customer engagement transformation within Pharmaceutical and Bio-technology companies. • Benchmarking current Omni-channel capabilities • Formulating transformation visions • Advising global-to-local governance models for transformation • Defining excellence projects • Implementing customer engagement excellence projects, including process definition, standards & guidelines • Developing and delivering training programs • Serving as interim staff

• Measuring the impact of Omni-channel or CX programs within Pharmaceutical and Biotechnology companies • Defining KPIs and metrics frameworks • Defining performance goals and benchmarks • Developing performance reports • Reviewing program performance and making optimization recommendations • Advising on and supporting the implementation of measurement tools • Benchmarking analytics maturity • Developing analytics visions and transformation plans • Developing and delivering analytics training programs • Serving as interim staff

• Program management consultants are responsible for supporting the execution of complex Omni-channel and Marketing Technology execution programs. • Developing implementation schedules • Managing complex teams of internal stakeholders and external partners • Driving execution and integration of programs across work-streams • Tracking and mitigating risks • Managing change • Providing subject matter expertise on digital campaign or marketing technology execution