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Challenge/Opportunity

A leading biopharma brand was underperforming in customer experience (CX) among local specialist physicians, with a low Net Promoter Score (NPS) and last-place rankings across several key engagement metrics. The brand lacked visibility across key channels and needed a focused, data-driven strategy to re-engage local specialists.

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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:
    1. Frequency of Engagement – Set new F2F and digital interaction targets based on segmentation
    2. Content Attributes – Refined messaging to enhance clarity, trust, and relevance
    3. 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
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