Orchestrate. Optimize. Outperform.
The CEX360 Omnichannel CX Planning Module provides advanced decision support and journey orchestration for Pharma and Life Science companies. Our module helps you boost ROI by connecting traditional and digital channels through data-driven planning and coordinated execution.
Core Capabilities
Segmentation Engine
Based on local CRM data, select relevant personas and customer segments for tailored outreach that guides customer beliefs and behavior in the right direction. Tailor content, channel mix and level of investment (frequency) based on:
- Customer needs, attitudes & behaviors
- Customer channel preferences
- Customer economic value
Omnichannel Product Plan
Build customer-centric campaigns based on personas and segments’ needs, preferences and importance. Design omnichannel customer experiences that flow seamlessly across multiple channels and functions.
- Unmet Needs in the Patient Journey
- Strategic Objectives
- Key Communication Objectives
- Tailor storyline & messaging
- Optimal channel mix & frequency simulation
- Omnichannel campaigns & customer experiences
- Budget optimization
- Content assets
- Teams and functions responsible
Omnichannel Team Plan
The planned touchpoints in the omnichannel campaigns automatically generate actionable customer engagement plans all the way to local rep level informing field team cycle plans for local execution.
- Allocation of activities
- Balance Capacity & Requirements
- Transparency and control on campaign implementation
- Allows Reps/MSLs to further adjust the plan for each individual customer
- Plan approvals
- Inform MCCP & CRM
