Since the pandemic, industries worldwide have shifted their investment priorities to focus on delivering personalized Customer Experience (CX), and the life sciences commercial function is no exception. To stay resilient and keep pace with the evolving landscape, the life sciences industry has begun embracing technology to differentiate itself for end users. However, enterprises face challenges with legacy data infrastructure and fundamental technology tools such as Customer Relationship Management (CRM), content management systems, and marketing tools that lack experience-focused functionality. As a result, enterprises are enhancing CRM platforms by partnering with niche platform providers to develop CX-centric solutions that enable omnichannel engagement, deliver the right messaging, unlock real-time customer analytics, etc., resulting in improved business performance and a competitive edge. Consequently, many next-generation customer engagement tools and platforms are bridging the gap between traditional CRMs and contemporary CX platforms.
In this report, we:
Scope
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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