Key takeaways from
Winning with CX excellence at launch

Layering omnichannel excellence onto strong field force execution increases the likelihood of NPS leadership – brand strong in both Rep and Omnichannel are 23% more likely to lead in NPS compared to brands that lead in Rep alone. 

CX is a dominant driver of NPS, which means delivering high-quality experiences can significantly influence perception, loyalty, and prescribing behaviour.

Enriching internal KPIs with external benchmarking data allows pharma companies to objectively measure performance, identify growth levers, and stay competitive. Yet external benchmarking remains underutilised, with just 52% of pharma companies currently tracking external metrics.

Case Study 1 – Launch acceleration via omnichannel and CX optimisation: For a UK-based specialist brand launch, improving frequency of touchpoints, prioritising high-impact channels, and tailoring content to HCP needs led to significant CX and NPS gains, as well as driving meaningful Rx uplift.

Case Study 2 – Turning Brand X around with targeted CX improvements: A struggling brand leveraged Navigator365™ Cx Benchmark to diagnose performance gaps and implement an improvement plan. Within a year, Brand X’s CX performance saw dramatic gains across key drivers – catapulting it to near-top position versus competitors.

New! Navigator365™ Cx Benchmark LITE: This new solution allows for quarterly, continuous tracking of brand-level KPIs – keeping performance insights fresh and enabling proactive strategy refinement.