General information

The aim of CEX360 is to facilitate the end to end planning of Omnichannel Customer Engagement starting from the strategic priorities and going all the way to the individual plan of actions for each team member.

The end-to-end planning process has 2 major components:

• Product(s) Level Planning in which the key components of brand strategy (objectives, segments, key messages, etc) are translated into omnichannel campaigns tailored to each customer segment. In this plan, the different touchpoint are assigned to be delivered by different functions (Sales, Medical, Marketing) and teams (MSLs, KAMs)
• Team Level Planning consolidates all the touchpoints assigned by the different product plans to the respective Team. A team can cover multiple products or indications and therefore their plan will consolidate inputs from multiple Product Plans. In this process the Individual Team Members can adjust the recommendations to fit their individual customer preferences and their own capacity

Product Plans are fully cross functional

Team Plans are function specific, but Team Plan can be made not only for Sales Teams, but also MSL, Back Office teams etc.