Authenticx for Life Sciences: Highlighted Customer Stories

As their partnership has rapidly expanded with Authenticx, a leading life sciences client utilizes conversational intelligence in a variety of use cases. In this post, we’ll unpack the strategies and outcomes that drive a full-scale enterprise listening strategy.

Project Roadmap

A chart showing enterprise expansion with Authenticx

Patient-Centric Hub Quality at Scale

In the first six months of our partnership, we focused on increasing Hub quality scores while simultaneously reducing compliance observations.


  • Elevate Full-Volume Hub QA Monitoring
  • Replace Survey-Based Quality Feedback
  • Align on Cross-Brand Shared Quality Metrics
  • Upskill Agents Via Coaching and Training


Incorporating the Eddy Effect™

As our partnership progressed, we used Authenticx AI to pinpoint and solve Eddies, or sources of customer friction.


  • Assess Prevalence & Impact with AI Listening
  • Understand Root Causes & Leading Indicators
  • Address Brand Detractors and Negative Sentiment
  • Reduce Friction and Increase Pull-Through


Adopting the Insights Action Cycle

As insights and listening themes emerged, we utilized immersive Insights Sessions with Authenticx Storytellers to drive both understanding and action.


  • Conduct Immersive Insights Sessions
  • Gain People, Process, and Tech Feedback 
  • Arm Leaders with Tangible Opportunities
  • Uncover Brand and Competitive Insights


Cross-Brand Patient Journey Analysis

In the second year of our partnership, we took a qualitative, immersive approach to analyze all touchpoints throughout 5 patients’ CX journeys with Authenticx Patient Journey Analysis.


  • Visualize the Entire Patient Journey
  • Get a Patient-Centric Understanding of Friction
  • Access Multiple Chronological Call Points
  • Address Patient Concerns Proactively


Authenticx On-Demand

About Authenticx

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

Want to learn more? Contact us!

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