Supporting Leaders
Through COVID-19
The global pandemic has caught many organisations by surprise – disrupting their customer experience, and highlighting a combination of demand, supply and operational challenges.
Blackdot is committed to supporting leaders to navigate these uncertain times, through a series of actionable insights for enduring the pandemic and setting-up for growth beyond.
There are three phases of activity that each business must go through, to anticipate the market downturn and bounce back. Organisations need to respond; keep employees safe and the business running, reconfigure; survive the downturn and position the business for the rebound; where enterprises look to accelerate growth.
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Reconfigure
Standing up micro-journeys is an exciting initiative – and there’s no doubt that technology plays a key role in making or breaking your customer aspirations. Whilst there is no one-size-fits-all approach, we’ve identified 3 key considerations you must take into account when setting up micro journeys in the tech.
So you’ve mapped out your customer journey but are still experiencing barriers to progression? This blog explores how taking a more granular approach, and implementing micro journeys will revolutionise both CX and EX at your priority moments that matter.
In this interview, Blackdot’s CEO – Marty Nicholas, sits down with Roche Products Australia’s General Manager – Stuart Knight, to explore what it takes to drive customer transformation. He also sheds light on Roche’s customer-centric agenda and practical tips for enduring success.
Following 9 months of benchmarking since the beginning of COVID-19, what we’ve found is that as operational complexity increases – ensuring you have the right frontline behaviours and execution principles is critical for progressing; from a mono, to multi, and finally omni-channel engagement approach. Watch the recoding of our webinar as we explore what it takes to achieve execution excellence.
We sat down with Brian Waldron – Managing Director at PeopleFirst to uncover his perspectives on how to best set-up your sales team for omni-channel success in today’s environment. In this blog, Brian reflects on his previous experiences and shares actionable tips for future-proofing your frontline team, leaders and managers.
With most organisations now reconfiguring for a digital-first environment, and investing in technology to support this – we’re finding that many leaders are still unclear on what this change means for their people. This infographic explores how to build an agile culture, new management disciplines and critical frontline capabilities for success beyond COVID-19.
What does the future of Pharma look like? In this video, Chris Willmott, Customer Transformation Leader at Roche, explains the shifts Roche are making to become more patient and customer-centric, along with practical tips for leaders embarking on a similar journey.
We interviewed Adam McGuigan, Country Head of Commercial Excellence to understand how COVID-19 has impacted Alcon’s customer-centric agenda and his perspectives on accelerating omni-channel maturity in Health Science.
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The new operational reality of digital
Over the last few months, leaders have justifiably accelerated their investment in technology, digital and data – however are now dealing with a new level of operational complexity, inhibiting their ability to unlock value. This infographic highlights the capabilities, operating model change and people enablers required to fast-track success.
In the face of COVID-19, many leaders have been quick to invest in technology, digital and data – often neglecting the critical people and process foundations required for success. This infographic demonstrates the pitfalls of this common practice and the benefits of a more holistic approach to omni-channel.
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Equipping your sales leaders and managers to thrive in today’s customer-first, omni-channel world
Leveraging insights from Blackdot’s global benchmark of over 1,500 leaders and 12,000 managers, we explore the key disciplines proven to drive sales performance, and how they apply to the omni-channel context.
As customer expectations and market dynamics shift, so does the role of frontline sales reps. Drawing on Blackdot’s global benchmark research, we’ve identified the behaviours needed for success in today’s customer and digital age.
Kevin Teoh – Telstra’s Executive Director, Head of Business Customer Sales shares insights on how COVID-19 has impacted their change agenda. In this interview, Kevin explores how they are navigating the trade-off between improving CX, while reducing cost-to-sell/serve, and simultaneously building digital capabilities to scale for growth.
How can leaders get full value from their data investments? Here, we share 3 cross-industry case studies demonstrating best-practice execution principles and the steps required to uplift your data maturity.
As leaders look to provide rich and meaningful experiences, “customer analytics” has taken centre stage. So what are the three core sets of capabilities you must mature in order to successfully operationalise insights?
Mark Taylor, Blackdot’s Managing Director EMEA, spoke with Kai Gait, Digital Transformation Director at Boston Scientific to discuss what the future of Sales will look like post COVID-19, and the shifts required for enduring success.
Webinar Recording
Self-Funding Customer Transformation
COVID-19 has presented a series of go-to-market and operating model challenges for business globally. Watch the recording of our webinar to explore how balancing between CX, productivity and growth objectives will allow you to drive sustainable change and real business outcomes in a time where financial and resource pressure exists.
Striking the balance between your customer, cost and growth objectives is the key to achieving sustainable, long-term change. This infographic shares cross-industry case studies of organisations who have seen success from taking a holistic approach to transformation.
In a time of extreme uncertainty, it can be tempting to view CX, productivity and growth objectives as mutually exclusive. However, by taking a holistic approach and simultaneously balancing all three, you can achieve sustainable and self-funded change.
In this video, we discuss the people, process and technology elements that need to come together to turn your desired HCP journey into an operational reality and deliver enhanced customer and commercial outcomes.
Blackdot’s Managing Director, APAC, Abhik Sengupta was thrilled to speak with Todd Stevenson – Chief Customer Officer at Colonial First State, to discuss the initiatives they’re taking to maintain customer-centricity during the pandemic. Click here to watch the full interview.
Webinar Recording
Reorganising Marketing Around the Customer
Unprecedented changes in customer and channel preferences have fundamentally transformed the role of marketing. This webinar recording explores the new capabilities and operating model shifts required to set your marketing team up for omni-channel success – featuring insights and perspectives from David Bruest – CMO at Chartered Accountants.
Webinar Recording
Equipping Marketing for Success in a HCP-Centric World
The growing shift in HCP engagement preferences has forced Health Science organisations to undergo significant go-to-market and operating model changes. Watch this webinar recording to hear reflections from guest speaker Adam McGuigan – Country Head of Commercial Excellence at Alcon as we discuss the capabilities and supporting marketing structures needed to drive customer and commercial outcomes.
When it comes to marketing op model redesign, there is no one-size-fits-all approach. In this blog, we explore the marketing operating model shifts, skills, mindsets and behaviours needed to thrive in today’s customer environment.
Advancements in digital technology over the last 30 years has led to a shift in customer and market dynamics. Organisations have had to adapt and reinvent the role of marketing to be at the forefront of the new go-to-market model. Read our latest blog to find out the capabilities needed for success.
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Building The Future-Fit Marketing Function
Over the last few months, organisations have experienced an irreversible shift in customer engagement and channel preferences – fundmentally changing the role of marketing. This infographic explores the key capabilities that will ensure your marketing function is set up to drive ongoing customer and commercial outcomes.
Blackdot’s CEO, Marty Nicholas was delighted to speak with Margot Faraci – NAB Partners Northern, to reflect on her experiences working through the challenges brought about by previous crises and how those key learnings have impacted her leadership response through this pandemic.
With customer expectations and external market dynamics continually evolving, organisations have been forced to shift their go-to-market engagement model. This infographic explores the foundational sales capabilities you must invest in and key pivots to deliver customer and commercial success now, and in the long-term.
Webinar Recording
Empowering your sales reps for success into the future
Over the last few decades, customers have become self-informed and discerning, forcing organisations to shift from a legacy relationship selling model, to a multi-channel and then omni-channel engagement approach. This webinar explores the key shifts required across these models for success into the future.
COVID-19 has changed the way leaders think about customers, how they go-to-market and the role of sales. With restrictions beginning to ease, many are turning their minds to what this function will look like once normality returns. Organisations must shift from a legacy relationship selling model, to a multi and then omni-channel engagement approach.
Webinar Recording
The future of sales in Health Science
The emergence of digital and the proliferation of information online has resulted in higher customer expectations, and the sales process lying firmly in the hands of today’s HCPs and patients. With this significant change, how can you equip your sales reps to become customer and journey-centric, insight-led and progression-focussed?
For those looking to progress their channel maturity, there are typically 6 key stages – taking them from a mono, to multi and finally an omni-channel approach. This blog explores the difference between a multi and omni-channel approach, considerations for defining the stage that is right for you now, and how to get there.
Over the last few years organisations have invested in digital channels to meet elevated customer expectations – a need made more prominent by COVID-19. Jackie Wilson – Head of Health Science, Asia-Pacific, spoke with Gretchen Hamilton, Marketing Manager – Neuroscience & Infectious Diseases from Janssen to hear how they’re adapting.
While most companies have been compassionate in their response so far, the danger now is that leaders engage in cost reduction to protect short-term viability. Organisations must work backwards from the ideal customer experience and protecting the parts of the business that directly contribute to CX and EX.
Over the last month, we’ve gathered perspectives from Health Science leaders globally to understand how they’ve responded to COVID-19; keeping employees safe and the business running – along with the steps they’re taking to reconfigure; to endure the downturn and set-up for the rebound.
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Creating value through omni-channel engagement
The recent disruption caused by COVID-19 has irreversibly accelerated the need for change within the Health Science sector. With physical sales resources being sidelined and face-to-face access constrained – implementing a seamless and personalised digital engagement model as become mission critical.
While the disruption at hand is very real, it has also accelerated the need for change. Health Science organisations in particular, are faced with a unique opportunity to leverage the current momentum and fast-track their omni-channel maturity.
Blackdot’s Executive Director, Client Solutions Abhik Sengupta was delighted to speak with Matthew Lumsden – Principal, Head of Distribution at Vanguard, to discuss the customer, employee and operational shifts they’ve made in response to the crisis.
Most Health Science companies have already responded to the immediate implications of COVID-19. They are now positioned to view this situation as a catalyst for accelerating the transition towards an omni-channel engagement model.
A deep dive into the ‘no regrets’ decisions under each of the 4 strategic approaches, which will enable you to maintain resilience through the downturn and prepare for growth ahead.
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Empowering Sales Managers to Respond to COVID-19
The pandemic has fundamentally changed the world that we operate in; sales teams need effective managers to steer the ship through stormy waters with a focus on customer-centricity and individual wellbeing.
An interactive guide to help you identify the ‘no regrets’ decisions you must take now depending on how your organisation has been impacted by the crisis.
Webinar Recording
Setting up for growth beyond the pandemic
This virtual session dives into the the impact of COVID-19 depending on industry and omni-channely maturity – and the key shifts you must make to successfuly set your business up for the future.
With many organisations having responded to the immediate challenges presented by COVID-19, it is now critical to shift focus toward reconfiguring the business in preparation for the inevitable rebound. Marty Nicholas shares his reflections and what to keep in mind as you move into the next phase.
Depending on whether you’re disadvantaged, advantaged or somewhere in between – we’ve identified four strategic approaches that will ensure you survive the current circumstances and are set up to thrive beyond.
Respond
Webinar Recording
Adapting your go-to-market approach in response to COVID-19
A virtual discussion to explore the fundamental principles you must focus on to ensure the impact on your customer is minimised, and the opportunity for meaningful engagement is maximised.
During this precarious time, we’re committed to leveraging our digital capability and customer transformation experience to provide assistance to you. Blackdot’s Managing Director, Marty Nicholas is pleased to share our support package.
In response to the disruption of the COVID-19 pandemic, this executive guide explores how you can continue supporting your customers while safeguarding the business through the pandemic.
The world is in the midst of a health crisis – the scale of which we have never before been exposed to in our lifetime. Here at Blackdot, it is important for us to be proactive and have a plan of action to ensure that the immediate needs of our clients, employees and the greater community are being met.
Ask an Expert
We understand that each organisation will be impacted differently by the current circumstances – if you have any specific questions, we’re here to help.
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