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.
Pharma omnichannel has poured five years of investment into efficiency, making every euro work harder, while rarely asking whether the euro should be spent there at all. This blog explains why effectiveness must come first, and how outside-in benchmarking shows where your allocation is right, and where it is not.
Read article94% of pharma professionals believe external benchmarking matters, yet only 8% do it routinely. Why? Because most benchmarks only tell part of the story. Discover why answering "Is my number good?" remains so difficult in pharma and what robust benchmarking should really deliver.
Read articleHow mature is AI in a pharma commercial and medical context? Take part in Maturometer 2026 and help benchmark how life sciences organisations are adapting their engagement strategies, investments, and priorities. Contribute your perspective and gain early access to exclusive industry insights.
Read articleBrands that treat omnichannel as an integrated commercial model rather than a collection of channels outperform their competitors. Learn how the right mix of rep and digital engagement can drive higher customer satisfaction, stronger share of voice, and better commercial results.
Read articleAverage ROI is often misleading because it masks significant differences between physician segments. Pharma companies improve budget effectiveness by analysing performance at segment level rather than relying on pooled averages, revealing where investment can generate the greatest return.
Read articleMost pharma teams focus on how much budget they have. The bigger opportunity lies in how that budget is allocated. Discover why an outside-in approach - grounded in competitive performance and customer insight - can unlock significantly greater commercial impact.
Read articleExternal benchmarking only creates value when insights lead to action. Discover how leading biopharma brands use benchmarking to prioritise improvements, optimise customer experience, strengthen competitive performance, and build a culture of continuous learning and execution.
Read articleWhich CX KPIs truly drive business impact? This blog explores how external benchmarking across channels, content, CX and NPS helps biopharma brands identify actionable improvement opportunities and strengthen commercial performance.
Read articleHow can pharmaceutical companies close the customer experience perception gap? This article examines the link between CX, Net Promoter Score (NPS), omnichannel engagement, and business performance, showing how external benchmarking helps pharma organizations measure what matters, identify improvement opportunities, and build a sustainable competitive advantage.
Read articleReach and impact tell you which channels matter. Relative brand performance tells you whether you can win. Discover why leading omnichannel strategies combine all three to identify competitive strengths, weaknesses, and opportunities for improvement.
Read articleWhy did one brand double its market share in Spain while achieving only modest growth in Germany? Using Navigator365™ Benchmark, Across Health uncovered how differences in omnichannel performance, customer experience and NPS helped explain the gap—and identified clear opportunities to accelerate growth.
Read articleA 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 articleCompetitive benchmarking helps pharmaceutical brands identify the engagement improvements most likely to strengthen customer experience, increase customer loyalty and support market share growth.
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 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.
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.
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