Strategy
- Leverage Navigator365™ Cx Benchmark data to identify root causes of low performance
- Collaborate with the client team to design a targeted, data-informed improvement plan
- Implement a continuous improvement approach with measurable KPIs
Tactics
- Conducted a full Navigator365™ Cx Benchmark analysis to establish a performance baseline
- Facilitated a strategic workshop to prioritise improvement in three key areas:
- Frequency of Engagement – Set new F2F and digital interaction targets based on segmentation
- Content Attributes – Refined messaging to enhance clarity, trust, and relevance
- Channel Optimisation – Focused on in-office visits, scientific meetings, and webcasts
- Executed plan over 12 months with regular performance tracking
Results
- Brand emerged as a leader across multiple commercial and medical engagement channels
- Demonstrated measurable improvement in specialist engagement and CX KPIs
- Ongoing use of Navigator365™ Cx Benchmark ensures continuous refinement and impact tracking
For a deeper dive, explore the full story on our blog.