top of page
Case Studies
Top 10 Global Pharma client
The Problem
Future CX were asked to challenge and support a highly specialised team to find ways to enhance their ability to engage customers and inspire them to change prescribing behaviour.
The priority product for the client was performing below expectations, and the cross-functional teams were finding it difficult to engage customers in conversations.
An ‘omnichannel approach’ had been launched internally, and while there were signs of increased usage of non-traditional channels, the behaviour of the team was inconsistent.
Future CX evaluated the mindset and behaviours of the cross-functional teams, with the aim of identifying ways to increase customer engagement excellence, and ultimately brand performance.
The IMPACT
We conducted a comprehensive Impact Index™ evaluation and identified 3 key areas for the organisation to address: KPI alignment, customer engagement and purpose clarification.
When the team was reassessed the six months later, the client found that:
-
Product quarterly market share had increased from 19% to 22%
-
Quarterly sales growth moved from a static 2% to a growth of 11% in 3 months
-
Usage of omnichannel customer engagement tools increased from 25% to 83%
+11% Growth
“The insights we gained from our RESULTS™ evaluation have changed the way we look at our development strategy more than we had expected, and the Kamazing team have been an invaluable resource throughout.”
European Senior Business Unit Leader
European Life Sciences Company
The Problem
Our client, a European Life Sciences company, were under significant pressure to find a commercial advantage in a specialised, competitive UK market.
Having delivered additional skills training around omnichannel excellence, including virtual selling and KAM skills, performance was still not breaking through to the desired level. Sales and market share remained flat and customer access was proving difficult.
The IMPACT
By working with FUTURE CX and specifically investing in our Impact Index™, key behaviours (individual and collective) were identified for priority development focus, and a plan was created to address these.
Following a 6 month period of development, the client saw significant improvements in entrepreneurial behaviours. With this came an associated increase in sales performance:
-
MAT market share grew by 1.8%
-
Cash sales grew by 35%
The FUTURE CX team also identified critical behaviour strengths that were prevalent among the client’s top performers, providing a platform for these to be developed across the whole organisation.
+35% Growth
"In a relatively small market, we needed to be sure that our people were performing. RESULTS™ pointed us in the right direction, showing us what mindsets and behaviours we needed to promote, helping us make a significant difference in a short amount of time.”
Business Unit Director
Top 10 Global Pharma client
The Problem
Our client wanted to improve the quality and consistency of Strategic Account Management across Northwest Europe.
There was a lot of existing content, guidance and capability activity, but the overall approach had become complex and difficult to translate consistently into high-quality account plans.
The IMPACT
FUTURE CX helped simplify the approach, introduce a common quality framework and create a structured review and feedback process across the region.
Following the first cycle of reviews:
-
Strong or Industry-leading ratings increased from 40% to 70%
-
“No evidence” ratings reduced from 23 to 1
-
Individual planning criteria 88 were improved
The work has accelerated the quality of strategic thinking and account planning across N&WE, while also identifying the next development priority: turning stronger objectives into more differentiated execution.
The next phase will use the FUTURE CX Impact Index™ to understand the mindsets and behaviours needed to embed and sustain that progress.
75% Growth
“This has been a fantastic project. We had a lot of good thinking and content, but it had become too complicated. FUTURE CX helped us make it simply brilliant — creating a much clearer approach and accelerating the quality of our account plans. That gives us a stronger platform for success in 2027, particularly as we prepare for important launches.”
European Project Sponsor
bottom of page