Superior customer experience

Roche wanted to engage their employees in what Superior Customer Experience meant and therefore what action they needed to take to deliver it for their customers.

While writing the story for them, we challenged them to include the undeniable truth about what customers were saying at that point in time so we could engage employees in why change was needed.

To bring the story to life, we visualised and animated it, created a manager’s toolkit and a microsite with other resources, as well as a Town Hall concept.