Following the pandemic, enterprise adoption of technology and digitization significantly increased, drastically changing the landscape for both healthcare providers and patients. To streamline procedures, realize cost efficiencies, and improve patient engagement and care management, healthcare enterprises made digital adoption the cornerstone of their growth strategies.

To address enterprise demands, providers are expanding their capabilities through vertical-specific partnerships and acquisitions, investments in centers of excellence, and training, among other things.

In this report, we assess 27 healthcare ITS providers mapped on the Everest Group PEAK Matrix® framework, a composite index of distinct metrics related to a provider’s capability and market impact. We look at the providers’ digital services market size and growth, examine digital service themes for healthcare providers, share provider assessments on several capability- and market success-related dimensions, and provide our independent remarks on the providers to help enterprises make the right sourcing decisions.

DOWNLOAD THE FULL REPORT Healthcare Provider Digital Services PEAK Matrix® Assessment 2023

What is in this PEAK Matrix® Report:

The report features:

• Healthcare provider digital services market trends
• Assessments of 27 healthcare digital service providers on capability- and market success-related dimensions
• Enterprise sourcing considerations, highlighting the strengths and limitations of each healthcare digital service provider

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