We help companies reconfigure their operating models to bring new patient and customer experiences to life

To successfully deliver new value to patients and customers, organisations must rewire their people, processes and technology around them. We help clients create customer-centric operating models that focus resources on meeting the real needs of their customers – and do so in an efficient and effective way.

Here's how we do it

Customer experience management

Customer experience management

Improving patient and customer experiences isn’t a one-off activity – it’s a constant cycle that needs to occur across the organisation.

We help clients to:

  • Build the capability to continuously listen to their patients and customers
  • Find out what’s working well and what they’ve found challenging
  • Work cross-functionally to enhance customer experiences so they meet or exceed customer expectations

Customer-centric culture

Customer-centric culture

Culture is often overlooked, but is a critical foundation in a customer-centric organisation.

We work with clients to:

  • Articulate what their customers can expect of them
  • Link these customer promises to job roles within the organisation
  • Empower and incentivise employees to deliver on these promises every day

Agile marketing

Agile marketing

Engaging customers effectively in the digital age requires an Agile approach.

We help with clients to:

  • Understand the key needs of customers along their journeys
  • Develop marketing strategies that connect the company’s products and services to these key needs
  • Stand-up Agile marketing teams that deliver useful and engaging content in a quick and flexible way

Launch excellence

Launch excellence

A successful launch requires a focus not only on the product, but also on experiences, outcomes and evidence.

We support clients to:

  • Focus their launches on solving key pain points in patient and customer journeys
  • Incorporate Agile methodologies into their launch approaches
  • Continuously generate post-launch real-world evidence to differentiate their offerings

We have a team of specialists

Adnan

Adnan Ahmed

Management Consultant

Clare

Clare Allan

Associate Partner

Shrinivas

Shrinivas Anikhindi

Management Consultant

Asha

Asha Arul

Management Consultant

Mike

Mike Bellis

Managing Director, Life Sciences

Monique Biryiana

Management Consultant

Jamie

Jamie Campbell

Management Consultant

Carol

Carol Cao

Management Consultant

Sim

Sim Chahal

Management Consultant

Leo

Leo Chancellor

Associate Partner

Barry

Barry Chapman

Associate Partner

Han

Han Chin

Management Consultant

Helen

Helen Clark

Associate Partner

Davina

Davina Coburn

Office Manager

Rob

Rob Cowlin

Management Consultant

Roshni

Roshni Daswani

Associate Partner

Bertrand

Bertrand de Lavenne

Head of Switzerland

Nick

Nick Dennis

Partner

Ben

Ben Dineen

Associate Partner

Ben

Ben Donaghue

Management Consultant

Giles

Giles Drury

Partner

Magnus

Magnus Franzen

Partner

Jasmin

Jasmin Geisel

Management Consultant

Chris

Chris Gibson

Chief Executive Officer

Jalilah

Jalilah Gibson

Associate Partner

Charlie

Charlie Goddard

Director, Senior Advisor

Claire

Claire Hammond

HR Manager

Austen

Austen Hancock

Associate Partner

Amy

Amy Hannaford

Management Consultant

David

David Holmes

Associate Partner

Hannah

Hannah Isaacs

Associate Partner

A

A Kuppan

Management Consultant

David

David Laird

Partner

Seamus Leonard

Management Consultant

Seamus

Seamus Leonard

Management Consultant

Graham

Graham Macken

Partner

Iain

Iain Main

Associate Partner

Neel

Neel Mandalia

Associate Partner

Neil

Neil Mayall

Chairman

Callum

Callum Mayor

Partner

Glen

Glen McCracken

Associate Partner

Alex

Alex Miller

Management Consultant

Tim

Tim Mitchell

Director, Senior Advisor

Prince

Prince Naruka

Management Consultant

Prince

Prince Naruka

Management Consultant

Alex

Alex Obubo

Management Consultant

Helen

Helen Perrett

Finance Director

Nikki

Nikki Rawson

Resource Manager

Natalija

Natalija Reeves

Management Consultant

Nick

Nick Reynolds

Associate Partner

Lara

Lara Rogers

Management Consultant

Paul

Paul Rosenfeld

Director, Senior Advisor

Asha

Asha Sanderson

Management Consultant

Ruari

Ruari Scullion

Associate Partner

Aman

Aman Shah

Management Consultant

Joe

Joe Sharp

Consultant

Neil

Neil Sharp

Marketing & Proposition Director

Louis

Louis Slinger

Management Consultant

Chirag

Chirag Soree

Management Consultant

Richard

Richard Vale

Non Executive Director, Strategy

Laurence

Laurence Walker

Associate Partner

Ed

Ed Wells

Managing Director, Financial Services

Mary

Mary Wong

Partner