Expert Insights
Read expert perspectives from Across Health on connecting engagement, customer experience, brand perception and commercial outcomes in life sciences.
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Read expert analysis on external benchmarking, customer experience, NPS and strategic omnichannel planning for life sciences commercial teams.
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.
Read articleWhat 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.
Read articleCompetitive benchmarking helps pharmaceutical brands identify the engagement improvements most likely to strengthen customer experience, increase customer loyalty and support market share growth.
Read articleWhich customer experience KPI matters most in biopharma? Using Navigator365™ data from US oncologists, Across Health compared CSAT, CES and NPS at both company and brand level. The findings show that brand-level NPS is the most differentiating metric and a strong predictor of market performance.
Read articleDoes customer loyalty translate into business growth? Using Navigator365™ Benchmark data and twelve-month market share evolution data across multiple pharmaceutical brands and markets, Across Health explored the relationship between Net Promoter Score (NPS) and commercial performance. The findings suggest that brands with higher NPS scores may be better positioned for sustained market share growth.
Read articleBenchmarking can help pharmaceutical brands identify performance gaps, understand competitive positioning, improve customer experience and optimise omnichannel engagement. Learn the key dos and don'ts of effective benchmarking and how to translate insights into meaningful business impact.
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