Our Vision
Our vision is to be the leading provider of personalized digital experiences in the MedTech space, inspiring a new era of customer engagement that is both impactful and delightful.
Customer views constantly change, requiring a more sophisticated understanding of our customer segments, relevant differences and changing value propositions. Adding digital and data capabilities revolutionizes how customers interact with businesses. It gives businesses the ability to provide customers with a personalized and tailored experience. Additionally, it allows customers to access and interact with products and services more seamlessly and securely, allowing businesses to increase customer satisfaction and loyalty.
Digital, Data and Analytics (DDA) are critical enablers for BD’s 2025 Vision. Our digital foundation consists of enterprise programs such as Product Lifecycle Management (PLM), Customer Relationship Management (CRM), Integrated Supply Chain (ISC), Enterprise Resource Planning (ERP), and Master Data Management (PIM). Built upon these foundational layers are new capabilities that will provide personalized customer experience at every touch point. Additionally, “smart” products are coming through our pipeline, and new product offerings, services and business models will be enabled through data, digital and analytics.
Our Omnichannel maturity model is the blueprint for the key capabilities we must build to drive significant top-line growth and efficiencies. There are four components of our maturity model:
- Customer Experience: Becoming truly customer-centric requires true omnichannel capabilities that allow BD to have a single view of the customer across any touchpoint or channel. These capabilities, such as omnichannel sales and marketing campaigns, are being built through corporate priority use cases and the learnings captured and scaled across BUs, Segments, and Regions.
- Data and Analytics: Data and analytics play a crucial role in enabling seamless omnichannel customer experiences by gaining insights into customer behavior, preferences, and pain points across various touchpoints in the customer journey and using the information to personalize and optimize the customer experience across all channels, including online and offline interactions.
- Integrated Technology: Build and evolve our commercial DDA platform (BD.com)
- Ways of Working: Define new roles and skills needed to succeed and scale agile ways of working for omnichannel orchestration.
These core capabilities built through corporate priority use cases are scalable across all applicable BD platforms utilizing the DDA Commercial Platform.
- DDA Commercial Platform 1.0: BD.com, product catalog, product landing pages, microsites, stand-alone signed-in experiences
- DDA Commercial Platform 2.0: 1.0 + integrated customer portal (pre-purchase product configurator, eCommerce, or post-purchase self-service)
- DDA Commercial Platform 3.0: 2.0 + E2E customer portal capabilities (pre-purchase product configurator, eCommerce, and post-purchase self-service)
Watch the video on BD Reimagined Customer Experience
Learn how you can increase your omnichannel maturity in each of these capabilities.
- Improve the business impact of your lead-gen campaigns
- Learn about digital roles and how to collaborate in an agile team
- Follow best practices and governance for using the DDA commercial platform