Boehringer Ingelheim Nordics

Brief

Commercial, medical and digital were planning in parallel with no shared view of the customer journey, and nothing measured whether engagement was working.

Execution

Over eighteen months as Customer Experience Manager for the Nordics, Fredrik aligned the three functions around a single journey, embedded the ABC+ planning approach, introduced structured feedback measurement where none had existed, and built an in-house studio so video and webinar production no longer depended on external agencies.

Results

In-house studio paid back in 11 months. First structured investigator feedback loop in the affiliate. A documented shift from campaign-centric to customer-centric planning.