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Experience built in complex, global organisations

Choir brings decades of experience across digital transformation, AI adoption, customer experience, operating model design and workforce enablement.

20

years of transformation experience

80,000

employees engaged across  global organisations

140

markets supported by solutions

60+

successful transformation projects completed

Helping established global organisations, start-ups and scale-ups navigate transformation, growth and innovation across healthcare, med-tech and technology sectors.

The Work

Our work spans strategy, customer experience, AI adoption, operating model transformation, workforce enablement and digital capability development.
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We have helped organisations navigate periods of significant change, introducing new technologies, modernising ways of working and building the capabilities required to thrive in increasingly complex and fast-moving environments.

Recent Projects

A selection of recent projects helping organisations harness AI, redesign operating models, improve customer experiences and build the capabilities needed to adapt and grow.

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Enterprise AI Adoption & Workforce Enablement

Development of a global AI workforce enablement programme designed to help leaders, managers and employees adopt AI responsibly and effectively at scale.

 

The initiative combined strategy, change management, learning design and activation activities to build AI confidence, capability and adoption across a global workforce.

 

The programme focused on creating practical business value while establishing the foundations for long-term behavioural change.

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Key Focus Areas

  • AI Readiness

  • Workforce Transformation

  • Leadership Enablement

  • Change Activation

  • Digital Skills Development

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Customer Experience & Digital Platform Transformation

Digital transformation programme for a global life sciences organisation focused on simplifying a complex scientific product ordering journey and improving the overall customer experience.

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The initiative combined customer journey redesign, systems architecture modernisation, CMS replacement and the development of a new self-service platform, reducing reliance on manual support processes and freeing specialist scientific teams to focus on higher-value customer interactions.

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Key Areas

  • Customer Experience Transformation

  • Digital Commerce & Self-Service

  • Customer Journey Design

  • Digital Platform Modernisation

  • Systems Architecture

  • Process Automation

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Global Commercial Measurement & Optimisation

Designed and implemented a global Measurement & Optimisation capability for one of the world's largest pharmaceutical companies, supporting commercial teams across more than 140 markets.

 

The programme established a connected framework for measuring customer engagement, sentiment and behaviour, creating a consistent approach to performance management across campaigns, channels and customer journeys.

 

The work included operating model design, KPI frameworks, governance structures and the implementation of new optimisation processes.

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Key Focus Areas

  • Commercial Excellence

  • Customer Experience

  • Voice of Customer

  • Measurement & Optimisation

  • Global Operating Models

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Med-Tech Growth & Scale-Up Readiness

Supported an emerging ophthalmic med-tech company as it prepared for the next phase of commercial growth following regulatory approvals and initial market entry.

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The engagement focused on defining a scalable commercial operating model, optimising the customer journey from initial surgeon engagement through to ongoing product utilisation, and identifying the capabilities required to support growth.

 

Working closely with leadership, commercial and operational teams, the project established a strategic roadmap covering customer acquisition, onboarding, training, support, forecasting and commercial planning, helping create a more repeatable and scalable model for market adoption.

 

Key Areas

  • Commercial Strategy

  • Scale-Up Readiness

  • Operating Model Design

  • Customer Journey & Onboarding

  • Capability Development

  • Commercial Planning & Forecasting

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Selected Organisations

Experience includes work with established global organisations, start-ups and scale-ups across the healthcare, med-tech and technology sectors.

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  • MSD / Merck & Co.

  • Teva Pharmaceuticals

  • Haleon / GSK Consumer Healthcare

  • LGC Group

  • Sony

  • Samsung

  • Amazon

  • Allotex

  • Vivior

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