Advancing Enterprise CX: Strategy, Vision, and Operating Model Transformation
Over a two-year period, I partnered with a leading life sciences company to shape and scale their Global CX strategy. This work included defining a standard CX innovation process, establishing best practices for CX community building, evolving the CX CoE vision, and developing a detailed operating model and activation roadmap.
The Impact:
Enabled consistent deployment of CX solutions across global, regional, and local teams
Clarified the role and value of the CX CoE, increasing internal adoption and engagement
Delivered a centralized playbook and scalable operating model that accelerated activation of VoC and CJM efforts in priority markets
Positioned CX as a strategic growth lever within the organization, driving measurable alignment across functions and geographies