Activate a customer mindset in internal teams through experiential training

Objective: Align teams around a more strategic customer vision

With Ready for People

Client: Boehringuer Ingelheim

The challenge

A large pharmaceutical company wanted to strengthen the customer culture among its internal teams, ensuring that each professional understood their impact on the overall experience and was actively involved in generating value from their role.

Our solution

We designed a highly participatory face-to-face workshop using design thinking methodology, stakeholder mapping exercises, archetypes, customer journey and experience design principles. The dynamic combined inspiration, reflection and co-creation to connect the strategy with the operational reality of the teams.

Impact generated

Greater awareness of individual impact on the customer experience.
Activation of a more empathetic, cross-functional and customer-oriented mindset.
Review of touchpoints and processes from an experience perspective.
Consolidation of a common narrative and concrete actions to align teams and purpose.

What made the difference

An inspiring and actionable training experience that allowed the customer focus to be integrated into the teams’ day-to-day work, generating real involvement and change from within.