Following the pandemic, industries began investing in personalized Customer Experience (CX) worldwide, including the life sciences commercial sector. To stay resilient and keep pace with the evolving landscape, the life sciences industry is adopting technology to differentiate for end-users. However, outdated tools and data fragmentation across business functions hinder enterprises from delivering personalized experiences. Currently, commercial technology in the life sciences industry primarily includes basic tools such as Customer Relationship Management (CRM) systems, content management systems, and marketing tools. These tools mainly serve as information repositories with limited insights into customers. Therefore, enterprises are enhancing these solutions with data analytics and AI/ML to develop customer-centric solutions that assist in targeted sales and effective messaging. This, in turn, boosts business performance and provides a competitive edge. Additionally, these solutions help internal stakeholders (such as IT departments, sales and marketing teams, and the medical affairs function) understand customer behavior and adapt their strategies accordingly. Scope: Industry: life sciences (biopharmaceuticals and medical devices) Geography: global Service: life sciences commercial technology Contents: In this report, we examine: Customer Experience Platforms (CXP) adoption market trends CXP adoption framework CXP landscape’s supplier ecosystem Implications for enterprises, service providers, and technology providers Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

In response to the global shift in investment priorities toward personalized Customer Experience (CX) post-pandemic, the life sciences commercial technology space is also redirecting its focus. Adapting to the changing landscape, the industry is increasingly leveraging technology to stand out 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. Enterprises are overcoming these challenges by partnering with specialized providers to develop CX-centric solutions. These solutions facilitate omnichannel engagement, deliver tailored messaging, and provide real-time customer analytics, ultimately enhancing business performance and providing a competitive edge. This trend has given rise to next-generation customer engagement tools, bridging the gap between traditional CRMs and contemporary CX platforms. 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. 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 CX platforms market Contents 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 Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

Since the pandemic, industries worldwide have shifted their investment priorities to focusing 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 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. 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 Contents 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 Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

In the past, the manufacturing industry’s primary focus was on creating standard procedures and managing workers and machines. However, with the advent of Industry 4.0, technology has become more prevalent in many sectors, offering numerous benefits. Despite this trend, the life sciences industry has been slow in adopting technology to modernize its manufacturing processes. The pandemic, regulatory changes, and the pursuit of efficiency are now driving the adoption of smart manufacturing services in this sector. Life sciences companies are investing in use cases such as digital twins and predictive maintenance to reduce costs, increase productivity, enhance visibility, and improve overall efficiency. They are also exploring high-growth opportunities such as sustainable manufacturing, batch-to-continuous manufacturing, and personalized medicine production. As the industry invests in smart manufacturing, providers are playing a vital role as end-to-end digital transformation partners, collaborating with companies to develop solutions that facilitate their digital transformation journeys. This compendium provides detailed and fact-based snapshots of 16 smart manufacturing services providers featured on Everest Group’s Life Sciences Smart Manufacturing Services PEAK Matrix®. Each profile offers a comprehensive picture of the provider’s service focus, key IP/solutions, domain investments, and case studies. The study will enable buyers to make the right sourcing decisions based on their requirements, while providers while be able to benchmark themselves against their competitors. Scope: Industry: life sciences Geography: global Contents: In this report, we: Analyze the provider landscape for life sciences smart manufacturing services Assess providers on several capability and market success-related dimensions Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

In the pandemic’s aftermath, industries worldwide have shifted their investment priorities to deliver 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 started to embrace technology to bring differentiation to its end users. However, outdated tools and data fragmentation across business functions are hampering enterprises’ ability to deliver personalized experiences. Currently, commercial technology in the life sciences industry comprises fundamental technology such as CRM, content management systems, and marketing tools. These tools serve as repositories of information and offer limited insights into customers. Hence, enterprises are augmenting these solutions by partnering with niche domain-specific providers and embracing advanced technologies such as data analytics and AI/ML. Such engagements are helping them develop customer-centric solutions that assist in targeted sales and messaging, boosting business performance and gaining a competitive edge. These solutions also assist internal stakeholders (such as IT departments, sales and marketing team, medical affairs, and sales representatives) in understanding customer behaviour and informing their commercial strategies. In this report, we analyze the current state of the life sciences commercial technology market, deep dive into technology adoption, provide a detailed analysis of recent commercial market trends, explore the supply ecosystem, and discuss the implications for platform providers. Scope Industry: life sciences Geography: global Contents In this report, we examine: Current state of commercial technology in the life sciences industry Emerging themes in commercial technology Supplier landscape and implications for platform providers Membership (s) Life Sciences Information Technology Sourcing and Vendor Management

In the past, the manufacturing industry primarily focused on designing standardized manufacturing procedures and managing labor and mechanical systems. However, the advent of Industry 4.0 has led to the widespread adoption of technology across various sectors, unlocking numerous benefits. Nevertheless, the life sciences industry has been slow in embracing technology to modernize its manufacturing setups. The pandemic, regulatory frameworks, and the drive for operational excellence are now propelling the adoption of smart manufacturing services. Life sciences enterprises are striving to unlock benefits such as cost optimization, increased productivity, visibility, and efficiency through investments in vital use cases such as digital twins and predictive maintenance. They are also exploring high-growth opportunities such as sustainable manufacturing, batch-to-continuous manufacturing, and personalized medicine production. As the industry receives investments in smart manufacturing, providers are assuming the role of end-to-end digital transformation partners by collaboratively developing solutions to assist enterprises in their digital journeys. In this report, we assess 16 life sciences smart manufacturing service providers featured on Everest Group’s Life Sciences Smart Manufacturing Services PEAK Matrix® 2023. Each provider profile offers a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies. The study will enable buyers to make the right sourcing decisions based on their requirements, while providers will be able to benchmark themselves against their competitors. 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 service providers, client reference checks, and an ongoing analysis of the IT services market Contents This report features 16 life sciences smart manufacturing service provider profiles and includes: The provider landscape for life sciences smart manufacturing services Providers’ assessment on several capability and market success-related dimensions Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

In today’s business environment, life sciences enterprises face a significant challenge: negotiating and securing favorable global contracts to meet projected revenue and profit targets. This challenge initiates a complex revenue transaction process involving multiple entities within the highly regulated life sciences industry. To ensure commercial success, enterprises must streamline revenue management across the system. This necessitates effective collaboration and visibility across multiple intermediary channels such as payers, providers, distributors, hospitals, pharmacies, and government entities. As enterprises strive to streamline revenue management processes, they encounter a multitude of challenges, including a lack of understanding of the complex landscape, managing multiple stakeholders, navigating complex regulatory frameworks, the absence of domain experts, and limited budgets. Consequently, enterprises seek to outsource some or all functions of revenue management, depending on factors such as enterprise size, talent availability, product portfolio, and investment capacity. In this viewpoint, we examine the benefits of outsourcing revenue management, study various outsourcing models that can be leveraged based on enterprise-specific needs, and outline a roadmap for successful revenue management outsourcing. Scope Industry: life sciences Geography: global Contents In this report, we: Study the current state of revenue management outsourcing in the life sciences industry Evaluate the benefits of outsourcing revenue management processes Provide an overview of different outsourcing models and establish a business case for the Business Process Outsourcing (BPO) and Software-as-a-Service (SaaS) model Examine enterprise sourcing criteria for BPO Provide a roadmap for successfully outsourcing revenue management Membership(s) Life Sciences Information Technology

Various industries and geographic regions have experienced an economic downturn due to the pandemic, macroeconomic conditions, and global disruptions. This circumstance has prompted organizations to prioritize cost optimization to maintain business continuity, rather than actively pursuing potential opportunities for future growth. However, organizations are shifting their focus and embracing digitalization not only to digitize their operations and offerings, but also to establish a digital DNA for business resilience during the downturn. Additionally, numerous organizations face an important choice between supporting change initiatives that may have a lasting impact on their companies, and running initiatives that may only have short-term gains. In this report, we examine how organizations can navigate the ongoing economic downturn by leveraging relevant technologies to drive next-generation innovation, particularly through digital transformation. The report also cites several successful innovative investments made by organizations during the previous economic crisis and presents a framework for effective innovative investments to gain a competitive edge in the market. Scope All industries and geographies Contents This report, we examines: The impact of global economic downturn on organizations, as indicated by macroeconomic indicators An overview of how next-generation technologies can be employed to unlock innovative use cases Innovation approaches and their implications for organizations and providers Membership(s) Digital Services Sourcing and Vendor Management