Case studies

Examples of diagnostics and benchmarking in action

Explore how life sciences teams can use connected diagnostics, competitor-relative benchmarking and evidence-based prioritisation to improve brand performance decisions.

01

The business question

What the team needed to understand about performance, customers, competitors or channel effectiveness.

02

The diagnostic approach

How data, benchmarking and research were connected to reveal the drivers of performance.

03

The decisions

What the evidence suggested the team should start, stop, scale or pilot next.

Case studies

Global

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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