Tag: healthcare

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

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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

 

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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

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