The internal Customer Experience (CX) team of Roche Diagnostics EMEA/LATAM wanted a rock-solid communication plan to kickstart Customer Centricity within the organization. We helped them spread the word and start the movement.
Meijer & Walters
The basics
We started out with a collaborative (and online) workshop to define the foundation and direction of the CX brand. We developed elements like brand values, messaging, and a communication concept to spread the word throughout the organization.
Specification
To help the team promote the brand, we created a full communication package with basic rules/guidelines for concepts, imaging and copy. Other deliverables included: an online CX hub, presentation templates, and email banners.
Next steps
Our communication plan got picked up by the global team, and together, we developed a plan for future activities. Part of that will be a ‘game’ for CX newbies, a website and other materials to get the employees involved. These will be specified and launched over the course of 2021 and 2022.
Heineken International
Internal Change Management: NextGen ServiceNow
Roche Diagnostics
Campaign: Wir lieben das Leben
