A group of doctors dressed in blue scrubs and white labcoats walk down a hospital hallway, their backs to us

Patients-first approach for change

Making changes to deliver exceptional patient experiences with Novo Nordisk

Business Challenges

Novo Nordisk sought to create a patient-centric program to communicate and motivate employees and all stakeholders around their mission to change the narrative around diabetes and patient care.

Path to Change

Strativity was engaged to conduct Journey Mapping and Innovation workshops. These workshops helped to identify key Moments of Truth and design the desired future state. An Experience 360™ study was conducted among patients, including the competitive set, resulting in a perception map by brand. Employees participated in education sessions to better understand patient centricity as well as their impact on the organization. Additionally, Strativity conducted a Call Center Assessment to identify and remove pain points for customers and other stakeholders.

Results

Inefficient call center processes were eliminated to improve wait times and first-call resolution. Over 5,000 employees attended sessions to help them better understand patient needs and how to become more patient-centric.

More CX and employee experience case studies

Honeywell20190703214949

Honeywell

Customer satisfaction increases for Honeywell

National Performing Arts Center20190703214954

National Performing Arts Center

Increased employee alignment & commitment for National Performing Arts Centre

The MET20190703223919

The MET

Customer Experience blueprint for The Metropolitan Museum of Art

Royal Carribean20190703214958

Royal Carribean

Empowering Employees and Customer Satisfaction at Royal Caribbean

Major Luxury Auto Manufacturer20190703223936

Major Luxury Auto Manufacturer

Customer Experience programs launch Major Auto Manufacturer to new levels of satisfaction

E-On20190703222449

E-On

Mastering internal Customer Experience with E-On

Mercedes-Benz20190715174831

Mercedes-Benz

Customer Experience transformation for Mercedes-Benz

AmeriGas20190703223702

AmeriGas

Renewed focus on Customer Experience for AmeriGas

Load more

Step 1 of 4

25%
  • How Can We Help?

    Tell us a little bit about yourself (in 30 seconds or less) and we'll tell you how we can help accelerate your success.