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  • Tech Launch Perspective
    July 22, 2026

    Life sciences enterprises are moving beyond isolated generative AI pilots toward governed, multi-agent workflows that support clinical, commercial, and real-world activities. This shift is increasing demand for platforms that combine regulatory-grade data governance, enterprise interoperability, scalable…
  • Blog
    July 08, 2026

    Customer service technology has usually been priced around seats, interactions, or platform use. Salesforce began challenging that model with Agentforce, which launched with pricing starting at US$2 per conversation. With Agentforce Help Agent, Salesforce is extending that approach…
  • State of the Market
    June 22, 2026

    Life sciences enterprises are rethinking Customer Relationship Management (CRM) services as commercial transformation becomes more complex, platform-driven, and outcome-focused. As organizations migrate to cloud-based CRM environments, expand their Veeva and Salesforce ecosystems, and navigate increasingly complex…
  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Webinar
    June 08, 2026

    CRM strategies are being reconsidered, but are you ready?  Many companies are finding that their CRM strategy no longer reflects how customer engagement and service delivery actually happen across the business. Sales, marketing, and service teams are increasingly working across disconnected systems, while AI copilots and autonomous agents are reshaping how customer…
  • Tech Provider Spotlight
    May 25, 2026

    Voice remains a critical channel for Customer Experience Management (CXM), particularly for high-volume, urgent, complex, or sensitive interactions. However, traditional voice operations continue to face challenges such as demand volatility, long wait times, fragmented systems, inconsistent…
  • Viewpoint
    May 20, 2026

    Enterprises are seeking to improve customer outcomes while managing cost-to-serve, fragmented processes, and rising service complexities. Agentic AI addresses these challenges by enabling autonomous workflow execution within the contact center, with the ability to interpret context,…
  • Webinar
    May 15, 2026

    AI investment in CX is surging. Real impact is not. Rising expectations, tighter budgets, and an increasingly tangled vendor landscape are forcing a shift toward agentic AI and new ownership models. Yet most organizations remain stuck…
  • In the News
    May 14, 2026

    "Shared data allows the life sciences company to view the customer consistently across the organization, which means everyone is trying to drive the same outcomes for the customer instead of having a different view of the…
  • Blog
    May 13, 2026

    Since the launch of Claude Cowork, narratives suggesting that Artificial Intelligence (AI) will replace Software-as-a-Service (SaaS) platforms have gained significant momentum. We previously referred to this trend as the SaaSocalypse.  With the rise in vibe-coding and the rapidly advancing developer tools, many assume enterprises will increasingly build their own…
  • Blog
    May 05, 2026

    Modern contact centers do not have a data problem, rather they have a decision-speed problem. Critical operational data is abundant, but answers still move through dashboards, analysts, and disconnected tools, often too slowly. As contact center…
  • Blog
    May 05, 2026

    Amazon Connect has never really struggled with capability. It has consistently been strong on scalability, flexibility, and deep integration within the Amazon Web Services (AWS) ecosystem. If you needed a cloud-native contact center platform that could…
  • State of the Market
    April 27, 2026

    This report analyzes the transformation in outsourced sales from fragmented, activity-led execution to integrated, outcome-driven revenue systems. It highlights how enterprises are shifting toward pipeline-backed growth, AI-enabled decisioning, and tighter alignment across sales, marketing, and operations.…
  • Blog
    April 24, 2026

    For over two decades, global Customer Experience (CX) delivery has been anchored in the core principle of cost optimization. The largest and the most effective tool enterprises have used to that end has been through offshore…
  • Roundtable
    April 16, 2026

    Following our GBS Operating Model FutureCast workshop, Everest Group is convening a select group of GBS leaders for an interactive working session on Thursday, May 07, to pressure test emerging perspectives on reimagining the operating model in the age of agentic AI.  …
  • Blog
    April 09, 2026

    Veeva’s acquisition of Ostro reflects a shift in how life sciences engagement is evolving toward a model that is connected, conversational, and increasingly pull-based.  This shift matters because the industry’s commercial engagement model continues to face challenges. Life sciences…
  • Roundtable
    March 31, 2026

    Following our GBS Operating Model FutureCast workshop, Everest Group is convening a select group of GBS leaders for an interactive working session on Tuesday, April 14, to pressure test emerging perspectives on reimagining the operating model in the age of agentic AI.  …
  • Thematic Report
    March 26, 2026

    Pharmaceutical enterprises are reassessing their IT services sourcing strategies amid moderate growth, budget discipline, and rising innovation expectations. As provider consolidation intensifies, a small group of leading providers continues to capture a disproportionate share of enterprise…

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