Helping Invisalign Build a More Human, Global Customer Experience
We partnered with Invisalign to align global messaging, improve sales enablement, and bring consistency, empathy, and clarity to a rapidly expanding brand experience.
Strategy
Global customer experience strategy deployed across North America, Europe & Asia
Tools
Developed iPad sales enablement tools used by frontline teams
Video Content
Created multi-market video content aligned to new CX narrative
Alignment
Internal alignment across marketing, sales, and brand teams
Overview
Invisalign had become the category-defining name in clear aligners — but as the brand expanded across markets, touchpoints, and teams, the customer experience became fragmented.
We were brought in to unify global messaging, increase clarity across regions, and enable sales teams with content and tools that supported a more consistent, customer-centric journey.
This was both an operational and cultural challenge — and required a strategy that combined brand voice, sales enablement, and narrative clarity across geographies.
CHALLENGE
- Customer experience varied widely across regions and channels
- Sales teams lacked aligned tools and messaging to support buyers at scale
- Needed to elevate the brand’s emotional intelligence without sacrificing scientific authority
- Fragmented content systems led to misalignment between marketing and product
STRATEGY & SIGNALS
Unified Global Messaging
- Developed a core customer experience narrative adopted across NA, EU, and Asia
- Clarified tone, promise, and positioning for multiple regional teams
Empowered the Sales Org
- Created iPad-based enablement tools tailored to buyer journey pain points
- Delivered video content and brand proof assets used in clinical and consumer contexts
Shifted the Culture
- Helped teams reframe CX from transactional to transformational
- Bridged brand, clinical, and marketing teams under one shared experience philosophy
OUTCOMES
- Unified brand and CX messaging adopted globally
- Empowered frontline sales with modern, story-driven tools
- Strengthened alignment across regions and teams
- Positioned Invisalign as a more human, trusted partner for doctors and patients alike
