Tag: life sciences

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

Life Sciences Next-generation Customer Engagement Platforms (CEP) 

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.

Customer Engagement Platforms

What is in this PEAK Matrix® Report

In this report, we assess 23 life sciences next-generation Customer Engagement Platform (CEP) providers featured on the Life Sciences CEP PEAK Matrix®. 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.
 

In this report, we:

  • Examine the provider landscape for CE platforms and products
  • Assess 23 life sciences CEP 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 the calendar year 2023, interactions with leading life sciences CE platform providers, client reference checks, and an ongoing analysis of the life sciences customer experience platforms market

Related PEAK Matrix® Assessments

Low-code Application Development Platforms
PEAK Matrix®

Low-code Application Development Platforms PEAK Matrix® Assessment 2023

Data and Analytics (D&A) Services
PEAK Matrix®

Data and Analytics (D&A) Services for Mid-market Enterprises PEAK Matrix® Assessment 2023

Digital Interactive Experience
PEAK Matrix®

Digital Interactive Experience (IX) Services PEAK Matrix® Assessment 2023 – North America

Cloud Security Services
PEAK Matrix®

Cloud Security Services PEAK Matrix® Assessment 2023

Our Latest Thinking

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

Commercial Technology in Life Sciences Top Growth Investment Drivers and Challenges Hindering Adoption
Market Insights™

Commercial Technology in Life Sciences Top Growth Investment Drivers and Challenges Hindering Adoption

Current and Future Investment Trends in Clinical Development Platforms
Market Insights™

Current and Future Investment Trends in Clinical Development Platforms

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

From CRM to CXP in Life Sciences: Next-gen Capabilities to Drive CX | LinkedIn Live

LinkedIn Live

From CRM to CXP in Life Sciences: Next-gen Capabilities to Drive CX

View the event on LinkedIn, which was delivered live on Thursday, October 26, 2023.

As life sciences enterprises focus more closely on delivering exceptional customer experiences, Customer Experience Platforms (CXPs), which help build personalized customer journeys 🗺️, are replacing the traditional CRM, which has served as a system of records. Niche platform providers have now emerged to ease this transition from CRM to CXP with next-gen customer engagement capabilities.

📢📢 Watch this LinkedIn Live to hear our expert analysts explore how the rise of niche providers – and the recent announcement of Veeva and Salesforce parting ways 👋 – has created opportunities for all types of platform providers. They also share the top next-gen customer engagement functionalities and the leading customer engagement platform providers. ✨

You’ll want to join the discussion to share your experiences and ask clarifying questions.

During the event, our analysts talk about:

✅ The top opportunities for platform providers, as Veeva and Salesforce part ways
✅ The top next-gen customer engagement functionalities that enterprises are looking to invest in as they bridge the gap from CRM to CXP
✅ The top next-gen customer engagement platform providers

Meet The Presenters

Ambati Durga
Practice Director
Everest Group
Screenshot 2023 10 04 130023
Senior Analyst
Everest Group
Satija Chunky
Vice President
Everest Group

Life Sciences Operations PEAK Matrix® Assessment

Life Sciences Operations

Over the past year, enterprises have had to overcome a series of macroeconomic and geopolitical challenges. The potential uncertainties with the implementation of the Inflation Regulation Act (IRA) and the rise in federal interest rates to curb inflation, compounded by an ongoing war resulting in the shifting of clinical trials from Russia and Ukraine, have forced enterprises to rethink their strategies. Further, the advent of generative, AI such as ChatGPT, will enable the biopharma and MedTech firms to repackage their offerings and provide cutting-edge technology and cost optimization.

To effectively serve evolving enterprise needs, service providers have invested in increasing the breadth and depth of their functionalities/offerings across the life sciences operations value chain. They have invested in a host of avenues, such as Decentralized Clinical Trials (DCT), with many Information Technology / Business Process Outsourcing (IT/BPOs) companies partnering with DCT providers. Further investments include analytics-driven tools for razor-sharp Healthcare Professional (HCP) profiling and targeting and the use of automation tools in areas such as Adverse Events (AE) intakes to rapidly evolve with the market needs.

Life Sciences Operations

What is in this PEAK Matrix® Report

In this research, we present a detailed assessment of 28 operations 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.
 
 

In this report, we provide:

  • The 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: life sciences BPS
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for calendar year 2023, interactions with leading life sciences operations service providers, client reference checks, and an ongoing analysis of the life sciences operations market.

Related PEAK Matrix® Assessments

Patient Engagement Platforms
PEAK Matrix®

Patient Engagement Platforms PEAK Matrix® Assessment 2023

Customer Engagement Platforms
PEAK Matrix®

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

Cloud Services in Insurance
PEAK Matrix®

Cloud Services in Insurance PEAK Matrix® Assessment 2023

Cloud Services
PEAK Matrix®

Cloud Services PEAK Matrix® Assessment 2023 – Europe

Our Latest Thinking

Challenges in Implementing Patient Engagement Platforms
Market Insights™

Challenges in Implementing Patient Engagement Platforms

Healthcare Providers’ Expectations from Patient Engagement Platforms
Market Insights™

Healthcare Providers’ Expectations from Patient Engagement Platforms

Home Health Expenditure and Growth
Market Insights™

Home Health Expenditure and Growth

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

Key Trends Shaping Future Investments in Life Sciences Commercial Technology

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

How can we engage?

Please let us know how we can help you on your journey.

Contact Us

"*" indicates required fields

Please review our Privacy Notice and check the box below to consent to the use of Personal Data that you provide.