Tag: IT

Navigating the Shift to Next-Gen Customer Engagement Technology Products in the Life Sciences Sector | Blog

Life sciences enterprises are undergoing a generational shift, transitioning from outdated legacy customer relationship management (CRM) systems to modern Customer Experience Platforms (CXP). Discover the three emerging customer engagement layers in these platforms, the readiness of enterprises to adopt the latest solutions, and the factors to consider when selecting customer engagement technology in this blog. Reach out to us to discuss this topic further.

In the rapidly evolving life sciences landscape, a significant and crucial transformation is underway as companies move from traditional CRM systems to cutting-edge CXP. Let’s explore this further.

As illustrated below, the life sciences CXP technology architecture has two distinctive foundational structures: CRM and next-gen customer engagement management.

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In the widespread realm of next-gen customer engagement management, the following three main customer engagement layers are emerging:

  • End-to-end content management: These tools provide features to enable intelligent content management across the entire content lifecycle, including automated and modular content creation, cognitive-capabilities-powered digital asset management (DAM), content distribution recommendations, real-time content analytics, dynamic libraries, and third-party integrations
  • Engagement channel optimization: Tools that manage all channel types (digital and non-digital) with CX-focused capabilities, including dynamic recommendations based on customer behavior analysis (personas), ideal content-channel combinations, third-party messenger integrations (including regional requirements), and channel analytics
  • Commercial learning and training: Embedded platform features to enable complete learning experience management (preferably covering the entire commercial function), including smart assistant-led training navigation, multi-format training modules, and personalized learning journeys

Enterprise adoption priority

The pandemic has reshaped customer engagement channels, resulting in a diverse blend of traditional communication methods (face-to-face, phone, text, conferences) and digital channels (video calls, webinars, Healthcare Professional Portals).

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This shift has made it essential for enterprises to adopt an efficient channel management system. As a result, engagement channel optimization has become the most demanded module in next-gen customer engagement management, followed closely by content management and learning and training.

While the life sciences commercial segment is synonymous with sales and marketing, it also includes other vital functions such as medical affairs, market access, and patient services. However, not all functions within the commercial segment are equally equipped to adopt these tools.

The overall maturity of the necessary technology, data architecture availability, and optimal processes vary significantly by function. These factors will influence platform and tool selection decisions as illustrated below:

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Customer engagement technology platform sourcing factors 

Enterprises looking to make sourcing decisions for next-gen customer engagement platforms and tools have moved beyond considering pricing as the sole or major driving factor. They are looking at platforms and tools that offer a better user experience and a flexible technology stack that seamlessly integrates into existing systems.

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“We prioritize how the platform fits with the existing enterprise tools and how well they work with current enterprise CRM and incorporate enhancements that come from them. Additionally, geographic infrastructure to provide support in global adoption, ease of working with the provider, and the price are the key criteria for selecting the provider.”

 – Director, Content Strategy and Operations, Large Pharmaceutical Company

“Our top sourcing considerations include ease of use for all stakeholders, user friendly and intuitive design, how well it integrates with other platforms, cost for implementation and the licensing fees, and product enhancements included in the fee or for small service fees.”

– Global CRM Lead, Global Life Sciences Enterprise

Outlook for the life sciences landscape

With enterprise objectives constantly shifting and generative AI technology continuously evolving, the innovation pace on the supply side is equally frenetic. Commercial technology players are swiftly rolling out highly tailored solutions in the life sciences industry. This rapid progress also gives rise to a new wave of specialized providers catering to niche needs. Consequently, enterprises must continuously assess the evolving landscape of commercial technology offerings and enhance their tech infrastructure accordingly.

To discuss customer engagement technology trends in life sciences or other developments in this space (especially after the Veeva-Salesforce announced split), contact [email protected], [email protected], or [email protected].

Watch our LinkedIn Live session, Key Insights: The Evolving Commercial Technology Landscape in Life Sciences, to learn more about the critical shift from CRM ecosystems to CX platforms and the next-gen technologies poised to deliver personalized CX.

The Rise of AI Developers – How Devin and other Autonomous AI Agents will Reshape Software Development | Blog

Cognition AI’s Devin and other autonomous AI agents are poised to revolutionize software development. Read on to explore Devin’s features and benefits, the impact of AI developers on IT services delivery, and the challenges that accome with moving into the age of intelligent software development. Reach out to learn more about this topic.

The world of software development is on the cusp of a paradigm shift. Cognition AI’s launch of Devin, the first fully autonomous AI software engineer, marks a significant leap forward in AI capabilities. Devin and other AI agents promise to transform how software is built and profoundly impact the IT services industry. Let’s explore this further.

What can Devin do?

Devin is different from your average coding assistant. This AI agent can independently plan, execute, and complete complex software engineering tasks. For example, if Devin were given a problem statement to build a website with specific functionalities, it would:

Craft a step-by-step plan: Break the project down into manageable tasks, considering factors like technology stack, user interface design, and API integrations.

Develop the software: Write code, handle errors, and build the core functionality using tools familiar to human engineers, such as code editors and debuggers.

Deploy the solution: Deploy the website it built on a server and ensure user accessibility.

This level of autonomy is groundbreaking. While Devin might still require human oversight for complex projects or strategic decisions, its ability to handle entire workflows independently opens a new frontier in software development.

What does it mean for software development?

The advent of Devin AI marks a significant leap in the software development process. This transformative technology heralds a future where AI can undertake intricate coding tasks, driving numerous benefits.

Below are some potential benefits of AI developers:

Increased Productivity: Repetitive tasks like coding basic functionalities or fixing bugs can be automated, freeing human developers for more creative and strategic work.

Reduced Development Time: AI handling of routine tasks can significantly shorten development cycles, allowing companies to bring products to market faster.

Democratization of Development: AI tools could empower non-programmers to build basic applications, fostering innovation and citizen development.

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Concerns with AI developers

However, it is important to remember that Devin AI doesn’t have all the answers yet, and many unknowns must be addressed. Below are a few concerns surrounding Devin AI:

Infrastructure Requirements: The infrastructure required to run Devin may prove to be a limiting factor for its adoption.

Security and Compliance: Security, governance, and regulatory compliance factors can significantly influence the applicability of Devin across use cases.

Pricing Uncertainty: Cognition has not released any information about the potential price points for Devin AI.

What does it mean for the IT services industry?

The rise of AI developers presents both challenges and opportunities for the IT services industry that will affect the following dimensions:

Shifting Skillsets: Demand for traditional coding skills may decrease as AI handles routine tasks. However, the need for skilled professionals who can manage AI tools, design complex systems, and ensure security will rise.

Evolving Service Offerings: IT service providers must adapt their offerings to leverage AI development tools. This could involve offering AI-powered development platforms, AI integration services, and expertise in managing human-AI collaboration.

Focus on Consulting and Strategy: As the technical aspects become less labor-intensive, IT service providers can focus on higher-value services like consulting, project management, and providing strategic guidance on AI adoption.

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The road ahead

Devin’s arrival is just the beginning. As AI capabilities continue to advance, even more sophisticated development tools and agents will emerge. Leading IT services providers that embrace this change, invest in workforce reskilling, and leverage AI effectively will be well-positioned to thrive in the age of intelligent software development.

This shift will not be without its challenges. Ethical considerations about AI bias and potential job displacement need to be addressed. However, the potential benefits of AI development are undeniable. As we move forward, embracing collaboration and fostering a human-AI partnership will be crucial to unlocking the full potential of this exciting new frontier.

To share your thoughts and discuss our research on the future of software development and the rise of AI developers, please contact [email protected] or [email protected].

Watch the webinar, AI-driven Sourcing: Discover the Best-in-Class Features in Autonomous Sourcing Tools, for insights into the complex technology landscape of autonomous sourcing tools and the various functionalities autonomous sourcing tools offer across the sourcing workflow.

SAP Business Application Services for Mid-market Enterprises PEAK Matrix® Assessment 2024

SAP Business Application Services for Mid-market Enterprises

SAP’s mid-market services market has already made a significant impact, contributing an impressive US$10+ billion with a double-digit YoY growth rate. Momentum is growing for small and medium-sized businesses (SMBs) to adopt the SAP suite for modernization and consolidation initiatives since the launch of SAP BTP, RISE with SAP, and GROW with SAP programs.

SAP mid-market customers have distinct priorities compared to large clients. Unlike their large counterparts, which have the resources to build complex solutions with extensive customization, the majority of SMBs seek packaged solutions, including preconfigured industry solutions, to transform their processes and experiences. They are cost-efficient and often spend in staggered intervals on multiple short sprints of engagements.

With distinct enterprise demands and evolving SAP offerings, providers are investing in talent initiatives and building differentiated IP assets to assist enterprises in their SAP journey.

SAP Business Application Services for Mid-market Enterprises

What is in this PEAK Matrix® Report

In this report, we assess 15 providers featured on the SAP Business Application Services for Mid-market PEAK Matrix® Assessment 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile comprehensively describes providers’ focus areas, key Intellectual Property (IP) / solutions, and domain investments.


This report features detailed assessments, including strengths and limitations, of 15 providers that focus on SAP business application services.


  • All industries and geographies
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading providers, client reference checks, and an ongoing analysis of the SAP business application services market

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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.

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Analyzing the EU AI Act Impact for Global Businesses | Webinar


Analyzing the EU AI Act Impact for Global Businesses

Regulation in the AI space is about to change significantly with the introduction of the EU AI Act. How will this new legislation affect enterprises in the EU and beyond?

This webinar, hosted by Everest Group Partners Anil Vijayan and Nitish Mittal alongside Mark Lewis, Senior Consultant at Stephenson Harwood LLP, delved into this first-of-its-kind regulation and its implications for enterprises, tech providers, and tech service providers. They discussed how to prepare for the legislation’s effects, including its extraterritorial impact, as the introduction of this comprehensive AI-focused legislation affected other global locations.

Watch this event and gain insights into the potential repercussions of this legislation, with advice for best practices and key considerations to make when implementing AI tools in light of this new Act.

What questions did the webinar answer for the participants?

  • What is the state of the global regulatory environment with regards to AI?
  • What is the anticipated impact of the EU AI act for various stakeholders?
  • How can enterprises prepare for the Act coming into effect?

Who should attend?

  • CIOs
  • CEOs
  • CTOs
  • CSOs
  • COOs
  • ITS/BPS strategy heads 
  • CXOs
  • BU heads
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Stephenson Harwood LLP
Everest Group
Everest Group

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