Resources

Insights, webinars and case studies for life sciences teams

Explore expert perspectives, practical resources and examples that help commercial, marketing and business intelligence teams understand what drives brand performance.

Expert insights

Explore our latest expert insights

Our perspectives on omnichannel benchmarking, customer experience and brand performance diagnostics.

Expert insight · 5 mins

Driving biopharma brand success with benchmarking insights and collaborative action

A leading biopharma brand used Navigator365™ Benchmark to uncover critical customer experience gaps and develop a targeted action plan. One year later, the brand achieved significant improvements across key CX metrics, engagement quality, and channel performance—demonstrating how data-driven benchmarking can drive measurable commercial impact.

Expert insight · 5mins

Which is more important for good NPS ratings – brand attributes or CX?

What drives strong Net Promoter Scores in pharma: product attributes or customer experience? Analysis from 14 Navigator365™ Benchmark studies shows that customer experience is often the biggest driver of promoter-level NPS ratings, highlighting the power of customer-centric omnichannel engagement.

Expert insight · 5 mins

How competitive benchmarking drives customer experience, customer loyalty and market share growth

Competitive benchmarking helps pharmaceutical brands identify the engagement improvements most likely to strengthen customer experience, increase customer loyalty and support market share growth.

Case studies

Explore our latest case studies

Our perspectives on omnichannel benchmarking, customer experience and brand performance diagnostics.

Case study

Validating the link between CX, NPS and sales through competitive benchmarking

Can competitive benchmarking help validate the business impact of customer experience? Working with a leading biopharma company, Across Health combined Navigator365™ Benchmark data with NPS and market share performance data to test the relationship between omnichannel engagement, customer experience, customer loyalty and commercial outcomes. The analysis revealed a compelling chain of positive correlations, helping the client build a stronger business case for continued investment in customer experience improvement.

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