Category: Healthcare & Life Sciences

Life Sciences Customer Experience Platforms (CXP) PEAK Matrix® Assessment 2023

Top Life Sciences Customer Experience Platforms (CXP) 

The pandemic drove the need for more virtual and digital interactions between life sciences enterprises and customers. Enterprises realized that life sciences-specific Customer Relationship Management (CRM) systems were not built to inherently support virtual and digital engagements on a large scale. Additionally, enterprise interactions with target customers were not aligned with customer needs and preferences due to suboptimal customer data management and disparate engagement channels, among other platform limitations, leading to inconsistent customer experiences.

Customer experience has become a top priority for enterprises today and is pushing organizations to explore more experience-focused solutions/tools to augment traditional CRM functionalities. Life sciences enterprises are increasingly leveraging Customer Experience (CX) platforms that enhance the customer’s experience across interaction touchpoints using customer data management, content management, sales and marketing, and real-time analytics and insights.

DOWNLOAD THE FULL REPORT Life Sciences Customer Experience Platforms (CXP) PEAK Matrix® Assessment 2023

What is in this PEAK Matrix® Report

In this research, we assess 18 life sciences CX platform providers featured on the Life Sciences Customer Experience Platforms PEAK Matrix®.

Scope:

  • Industry: life sciences
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading life sciences CX platform providers, client reference checks, and an ongoing analysis of the life sciences customer experience platforms market

LEARN MORE ABOUT Life Sciences Customer Experience Platforms (CXP) PEAK Matrix® Assessment 2023

Our Thinking

Customer Experience Operational and Business Analytics
Market Insights™

Customer Experience Operational and Business Analytics

Prevailing CX Data and Analytics and Artificial Intelligence Operating Structures
Market Insights™

Prevailing CX Data and Analytics and Artificial Intelligence Operating Structures

Key Foundational Capabilities for Effective CX Data and Analytics and Artificial Intellige
Market Insights™

Key Foundational Capabilities for Effective CX Data and Analytics and Artificial Intelligence

Importance and Implementation Level of Digital Levers in Customer Experience
Market Insights™

Importance and Implementation Level of Digital Levers in Customer Experience

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

Top Healthcare Customer Experience Management (CXM) Services in North America

The healthcare Customer Experience Management (CXM) market has grown steadily after the pandemic due to the increasing focus of healthcare enterprises on member and patient experience and care management. The rising demand for customer engagement touchpoints for a more frictionless experience for customers has led many healthcare payers and providers to offer digital-led CX services, either by building in-house capabilities or by engaging with CXM service providers. Providers have strengthened their non-traditional and non-voice channel offerings and enhanced their digital CX toolkits in automation, analytics, conversational AI/chatbots, omnichannel delivery, and cloud-based contact centers.

However, enterprises are increasingly looking for more strategic and transformative long-term CXM services and solutions to support growing enrollment, improve experiences, and address the talent shortage.

In this research, we assess 19 healthcare CXM BPS providers featured on the Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023. Each provider profile provides a comprehensive picture of its service focus, key Intellectual Property (IP) / solutions, domain investments, and case studies.

DOWNLOAD THE FULL REPORT Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

 

What is in this PEAK Matrix® Report:

This report provides a detailed analysis of 19 healthcare CXM service providers and includes:

  • A relative positioning of the providers on Everest Group’s PEAK Matrix® for Life Sciences Operations Services
  • A comparison of the providers’ capabilities and market shares
  • Everest Group’s analysis of the providers’ strengths and limitations

Scope:

  • Industry: healthcare
  • Geography: North America
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading healthcare CXM service providers, client reference checks, and an ongoing analysis of the healthcare CXM services market

LEARN MORE ABOUT Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

 

Our Thinking

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Call Center Technology Needs A Platform Approach

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The Generative AI Advantage in Enterprise CXM Operations

Impact of Generative AI on CXM Market Size
Market Insights™

Impact of Generative AI on CXM Market Size

Generative AI Impact on Healthcare Stakeholder Groups
Market Insights™

Generative AI Impact on Healthcare Stakeholder Groups

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Decentralized Clinical Trial Platform PEAK Matrix® Assessment 2023

Top Decentralized Clinical Trial Platforms

Decentralized Clinical Trials (DCTs), in which clinical trial data is collected through sensors or remote monitoring devices, can deliver many benefits to pharmaceutical companies, including cost savings, better patient recruitment and retention, flexibility in operations, and improved data quality. Before the pandemic, although the technology and data to support DCTs existed, only a few pilots were conducted. Today, the pressing need for remote patient- and site-centric trials has increased investments in DCTs by pharma enterprises, and the momentum is expected to accelerate going forward, indicating that DCTs are here to stay. Additionally, technology advances, innovative business models, increased wearables support, US FDA’s push to adopt DCTs, and a holistic approach to clinical trials have strengthened the DCT landscape.

In this report, we assess the capabilities of 24 DCT platform providers. The providers are positioned on Everest Group’s PEAK Matrix®, a composite index of a range of distinct metrics related to the providers’ capabilities and market impact. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

DOWNLOAD THE FULL REPORT Decentralized Clinical Trial Platforms PEAK Matrix® Assessment 2023

What is in this PEAK Matrix® Report:

In this report, we examine the provider landscape for DCTs and assess DCT platform providers on several capabilities and market success-related dimensions.

Scope:

  • Industry: life sciences

  • Geography: global

LEARN MORE ABOUT Decentralized Clinical Trial Platforms PEAK Matrix® Assessment 2023

Our Thinking

Life Sciences Next-generation CEP Selection Criteria
Market Insights™

Life Sciences Next-generation CEP Selection Criteria

Buyer Expectations from Life Sciences Next-generation CEPs
Market Insights™

Buyer Expectations from Life Sciences Next-generation CEPs

Key Trends Shaping Future Investments in Life Sciences Commercial Technology
Market Insights™

Key Trends Shaping Future Investments in Life Sciences Commercial Technology

Veeva-Salesforce Relationship Highlights
Market Insights™

Veeva-Salesforce Relationship Highlights

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Medical Coding Operations PEAK Matrix® Assessment 2023

Top Medical Coding Operations Services

Medical coding is one of the most outsourced segments in the Revenue Cycle Management (RCM) value chain. With a growing geriatric population and rising incidence of chronic diseases, the demand for skilled medical coders is on the rise. This increase in demand for qualified coders, combined with shortage of suitable personnel, is driving the growth of outsourced medical coding services. Additionally, the shift from an inpatient to a home-based care delivery model, the adoption of telehealth and remote patient monitoring, and the addition of new code sets have increased the complexity associated with medical coding processes. These gradual shifts in medical coding services are prompting healthcare providers to leverage third-party providers for support.

In this research, we present a detailed analysis of 22 operations service providers featured on Everest Group’s Medical Coding Operations PEAK Matrix® Assessment. We provide a relative positioning and analysis of the providers and our evaluation of their strengths and limitations.

DOWNLOAD THE FULL REPORT Medical Coding Operations PEAK Matrix® Assessment 2023

What is in this PEAK Matrix® Report:

This report features a detailed analysis of 22 operations service providers and includes:

  • A relative positioning of the providers on Everest Group’s PEAK Matrix® for Medical Coding Operations
  • An analysis of the providers’ capabilities and market shares
  • Everest Group’s analysis of the providers’ strengths and limitations

Scope:

  • Industry: healthcare business process
  • Geography: global

LEARN MORE ABOUT Medical Coding Operations PEAK Matrix® Assessment 2023

 

Our Thinking

An Example of Outcome based Pricing in Revenue Cycle Management
Market Insights™

An Example of Outcome-based Pricing in Revenue Cycle Management

Revenue Cycle Management Trailblazers FINAL
Market Insights™

Revenue Cycle Management Trailblazers

The Next Era of Sales Marketing Customer Success Functions Revenue Operations 1
Market Insights™

The Next Era of Sales, Marketing, & Customer Success Functions: Revenue Operations

Three Digital Healthcare Takeaways from HIMSS 2019 blog 927897070
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Increased Deal Activity in Revenue Cycle Management (RCM): What is the Winning Formula?

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Connected Medical Device Services PEAK Matrix® Assessment 2022

Top Connected Medical Device Services

With the increased adoption of remote monitoring technologies, wearables, and smart implants, the medical devices industry is shifting toward building a connected care ecosystem that seamlessly integrates people, technology, and data across the care continuum. Enterprises are looking to augment their current device portfolios with digital technologies to support the patient journey across care settings. To support enterprises on their connected care journeys, providers are ramping up both their engineering and digital capabilities through industry-specific partnerships, IP, and innovation centers to benefit stakeholders across the healthcare and MedTech ecosystems.

DOWNLOAD THE FULL REPORT Connected Medical Device Services PEAK Matrix® Assessment 2022

Connected Medical Device Services PEAK Matrix® Assessment 2022: What is the Scope?

  • Industry: life sciences
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for 2022, interactions with leading connected medical device service providers, client reference checks, and an ongoing analysis of the connected medical device services market

What is in this PEAK Matrix® Report:

In this research, we present an assessment of 19 medical device service providers featured on the Connected Medical Device Services PEAK Matrix®. This report examines:

  • Connected medical device services market trends

  • The service provider landscape for connected medical device services

  • Service providers on several capability- and market success-related dimensions

LEARN MORE ABOUT Connected Medical Device Services PEAK Matrix® Assessment 2022


Our Thinking

Applications of the Metaverse in Healthcare Services
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Applications of the Metaverse in Healthcare Services

Leveraging the Metaverse to Address Healthcare Industry Challenges
Market Insights™

Leveraging the Metaverse to Address Healthcare Industry Challenges

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Life Sciences Next-generation CEP Selection Criteria
Market Insights™

Life Sciences Next-generation CEP Selection Criteria

Buyer Expectations from Life Sciences Next-generation CEPs
Market Insights™

Buyer Expectations from Life Sciences Next-generation CEPs

Key Trends Shaping Future Investments in Life Sciences Commercial Technology
Market Insights™

Key Trends Shaping Future Investments in Life Sciences Commercial Technology

Veeva-Salesforce Relationship Highlights
Market Insights™

Veeva-Salesforce Relationship Highlights

Life Sciences Digital Services Specialists PEAK Matrix® Assessment 2024
PEAK Matrix®

Life Sciences Digital Services Specialists PEAK Matrix® Assessment 2024

MedTech Operations
PEAK Matrix®

MedTech Operations PEAK Matrix® Assessment 2023

Customer Engagement Platforms
PEAK Matrix®

Life Sciences Next-generation Customer Engagement Platforms (CEP) PEAK Matrix® Assessment 2023

Life Sciences Operations
PEAK Matrix®

Life Sciences Operations PEAK Matrix® Assessment

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Connected Medical Device Services PEAK Matrix® Assessment 2022

Top Connected Medical Device Services

With the increasing adoption of remote monitoring technologies, wearables, and smart implants following the pandemic, the medical devices industry is shifting toward building a connected care ecosystem that seamlessly integrates people, technology, and data across the care continuum. Enterprises are looking to augment their current device portfolios with digital technologies to support the patient journey across care settings. To support enterprises on their connected care journeys, providers are ramping up both their engineering and digital capabilities through industry-specific partnerships, IP, and innovation centers to benefit stakeholders across the healthcare and MedTech ecosystems.

In this research, we present an assessment of 19 medical device service providers featured on the Connected Medical Device Services PEAK Matrix®.

DOWNLOAD THE FULL REPORT Connected Medical Device Services PEAK Matrix® Assessment 2022

What is in this PEAK Matrix® Report:

This report examines:

  • Connected medical device services market trends
  • The service provider landscape for connected medical device services
  • Service providers on several capability- and market success-related dimensions

Scope

  • Industry: life sciences
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for calendar year 2022, interactions with leading connected medical device service providers, client reference checks, and an ongoing analysis of the connected medical device services market

LEARN MORE ABOUT Connected Medical Device Services PEAK Matrix® Assessment 2022

Our Thinking

Applications of the Metaverse in Healthcare Services
Market Insights™

Applications of the Metaverse in Healthcare Services

Leveraging the Metaverse to Address Healthcare Industry Challenges
Market Insights™

Leveraging the Metaverse to Address Healthcare Industry Challenges

Use of Wearables and Telehealth Are Skyrocketing
Market Insights™

Use of Wearables and Telehealth Are Skyrocketing

The Exploding Surgical Devices Market
Market Insights™

The Exploding Surgical Devices Market

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Life Sciences Operations PEAK Matrix® Assessment 2022

Top Life Science Service Providers

Following the COVID-19 pandemic, the life sciences industry has undergone several changes. Face-to-face HCP interactions are slowly being replaced with an omnichannel approach; the market is also pivoting from centralized clinical trials to de-centralized clinical trial operations. Additionally, safety has become a priority for regulators and consumers, leading to an increased focus on pharmacovigilance. The dynamic nature of this industry and recent disruptions have opened new growth avenues for enterprises. To capitalize on these opportunities, enterprises are investing in digital tools and establishing relationships with third-party vendors to achieve cost savings and operational efficiencies.

DOWNLOAD THE FULL REPORT Life Sciences Operations PEAK Matrix® Assessment 2022

Life Sciences Operations: What is the Scope?

This report provides a detailed analysis of 32 operations service providers and includes:

  • Relative positioning of the providers on Everest Group’s PEAK Matrix® for Life Sciences Operations Services
  • Comparison of the providers’ capabilities and market shares
  • Everest Group’s analysis of the providers’ strengths and limitations

What is in this PEAK Matrix® Report:

In this research, we present a detailed assessment of 32 life science service providers featured on the Life Sciences Operations – Services PEAK Matrix®. We provide a relative positioning and analysis of the providers’ market shares, along with our evaluation of their strengths and limitations. This report will enable enterprises to identify suitable service providers to manage the evolving needs of their businesses.

LEARN MORE ABOUT Life Sciences Operations PEAK Matrix® Assessment 2022

Our Thinking

Commercial Technology
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Navigating the Generative AI Conundrum in Life Sciences: Insights into Challenges, Implications, and an Adoption Roadmap for Commercial Technology Functions  

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Decoding the Generative AI Buzz in Life Sciences

Generative AI in the Life Sciences
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Exploring the Potential of Generative AI in the Life Sciences Commercial Technology Landscape

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Will It Be Happily Ever after Post Veeva-Salesforce Divorce?

Life Sciences Next-generation CEP Selection Criteria
Market Insights™

Life Sciences Next-generation CEP Selection Criteria

Buyer Expectations from Life Sciences Next-generation CEPs
Market Insights™

Buyer Expectations from Life Sciences Next-generation CEPs

Key Trends Shaping Future Investments in Life Sciences Commercial Technology
Market Insights™

Key Trends Shaping Future Investments in Life Sciences Commercial Technology

Veeva-Salesforce Relationship Highlights
Market Insights™

Veeva-Salesforce Relationship Highlights

Life Sciences Digital Services Specialists PEAK Matrix® Assessment 2024
PEAK Matrix®

Life Sciences Digital Services Specialists PEAK Matrix® Assessment 2024

MedTech Operations
PEAK Matrix®

MedTech Operations PEAK Matrix® Assessment 2023

Customer Engagement Platforms
PEAK Matrix®

Life Sciences Next-generation Customer Engagement Platforms (CEP) PEAK Matrix® Assessment 2023

Life Sciences Operations
PEAK Matrix®

Life Sciences Operations PEAK Matrix® Assessment

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Healthcare Payer Digital Services PEAK Matrix® Assessment 2022

Top Healthcare Payer Digital Services

Healthcare enterprises have made digital adoption the bedrock of their growth strategies to optimize processes, realize cost efficiencies, and enhance member experiences. They are leveraging digital healthcare services for value-based care and population health management, as well as to comply with changing regulations. To support enterprises on their digital transformation journeys, providers are ramping up their capabilities through vertical-specific partnerships and acquisitions, investments in Centers of Excellence (CoEs), and training, among other things. These efforts are, in turn, driving the need for research and market intelligence on demand and supply trends in healthcare payer digital services.

DOWNLOAD THE FULL Healthcare Payer Digital Services PEAK Matrix® Assessment 2022

This report comprises of three sections:

  • Healthcare payer digital services market trends
  • An assessment of 26 healthcare payer digital service providers on capability- and market success-related dimensions
  • Enterprise sourcing considerations, highlighting the strengths and limitations of each healthcare payer digital service provider

What is in this PEAK Matrix® Report:

In this report, we present an assessment of 26 healthcare ITS providers who are mapped on the Everest Group PEAK Matrix®, a composite index of distinct metrics related to a provider’s capability and market impact. We focus on payer digital healthcare services market size and growth, digital service themes for healthcare payers, provider assessments on several capability- and market success-related dimensions, and Everest Group’s independent remarks on the providers to help enterprises make the right sourcing decisions.

LEARN MORE ABOUT Healthcare Payer Digital Services PEAK Matrix® Assessment 2022

Our Thinking

Generative AI Impact on Healthcare Stakeholder Groups
Market Insights™

Generative AI Impact on Healthcare Stakeholder Groups

Generative AI Can Complement and Improve Upon Traditional AI in Some Healthcare Use Cases
Market Insights™

Generative AI Can Complement and Improve Upon Traditional AI in Some Healthcare Use Cases

Leveraging Generative AI to Improve Healthcare Payer Workflow
Market Insights™

Leveraging Generative AI to Improve Healthcare Payer Workflow

Key Insights to Help Sourcing Leaders and Diversity Champions to Accelerate Supplier Diversity and Inclusion Programs
Market Insights™

Key Insights to Help Sourcing Leaders and Diversity Champions to Accelerate Supplier Diversity and Inclusion Programs

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

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