Life sciences enterprises are increasingly turning to Real-world Evidence (RWE) as an essential input for decision-making across the product life cycle – from early-stage R&D to post-market access and safety. RWE offers validated insights into treatment effectiveness, patient outcomes, and safety, but fragmented data sources, inconsistent quality, and evolving compliance expectations often challenge its generation. With the rising volume and diversity of Real-world Data (RWD), traditional analytics approaches are no longer sufficient. AI, including technologies such as NLP, machine learning, and generative models, is redefining how RWE is produced and operationalized. AI is accelerating data curation, enabling predictive analytics, and delivering regulatory-grade evidence at scale. This Viewpoint outlines how AI is transforming the RWE landscape across six domains: drug discovery, clinical trials, manufacturing, commercialization, pharmacovigilance, and regulatory affairs. It also explores emerging models such as insights-as-a-service and autonomous evidence networks, which offer scalable, modular engagement approaches for AI-powered RWE. The report provides practical recommendations for both enterprises and providers, covering capability investments, infrastructure modernization, governance models, and partnership strategies. It aims to help stakeholders reimagine their data-to-evidence journeys and build future-ready ecosystems for continuous, AI-enabled insight generation. Scope Industry: life sciences Geography: global Contents In this report, we examine: RWE’s current landscape and growing importance in life sciences AI’s role in addressing foundational RWE challenges AI-enabled key RWD/RWE use cases across the product life cycle Emerging engagement models such as BPaaS, AaaS, and IaaS Future-forward models, including autonomous evidence networks and modular AI-enabled partnerships Strategic considerations to operationalize AI-powered RWE for enterprises and providers

Pharmacovigilance (PV) has evolved into a strategic imperative, driven by intensified regulatory scrutiny and an increasing focus on patient safety. Pharmaceutical companies now face a rapidly evolving landscape characterized by rising adverse event volumes, fragmented real-world data sources, and increasingly complex global regulatory frameworks. Regional variations in drug safety reporting requirements further compound compliance challenges across diverse markets. At the same time, the demand for timely and accurate reporting has intensified, particularly as next-generation technologies introduce operational efficiencies while simultaneously raising regulatory concerns regarding the ethical and compliance implications of generative AI in PV. To navigate these complexities, external providers have become indispensable partners, offering deep PV expertise and adaptable support models. These providers bring proven drug safety process frameworks, highly trained PV professionals, and localized regulatory expertise, including qualified persons for PV, ensuring seamless compliance across global markets. Recognizing the need for enhanced efficiency, providers are investing in AI, automation, and advanced analytics to optimize case processing, adverse event management, and signal detection, all while reducing costs and improving operational scalability. In this report, we assess 29 PV operations providers featured on the Pharmacovigilance (PV) Operations PEAK Matrix®. Each provider profile provides a holistic picture of its service focus, solution offerings, and domain investments. The assessment is based on Everest Group’s annual RFI process for calendar year 2024, interactions with leading PV providers, client reference checks, and an ongoing analysis of the PV operations market. Scope Industry: life sciences Geography: global The assessment is based on Everest Group’s annual RFI process for calendar year 2024, interactions with leading PV providers, client reference checks, and ongoing analysis of the PV market Contents This report analyzes 29 providers in detail and includes: Their relative positioning on Everest Group’s Pre-approval Pharmacovigilance (PV) Operations PEAK Matrix® Their relative positioning on Everest Group’s Post-approval Pharmacovigilance (PV) Operations PEAK Matrix® A comparison of their capabilities and market shares Their strengths and limitations

The healthcare industry is transforming rapidly, driven by rising costs, stricter regulations, and a growing emphasis on member experience. This pressure highlights the need for healthcare payers to improve efficiency and effectiveness, especially in light of recent cybersecurity incidents such as the one involving Change Healthcare. Robust information security protocols are essential in this complex environment, where innovative solutions can streamline operations, ensure scalability, and deliver cost-effective care. Amid these challenges, Business Process as a Service (BPaaS) has emerged as a transformative force in healthcare. BPaaS offers a new approach to managing administrative and clinical tasks, leveraging platform-based solutions, deep healthcare expertise, and cutting-edge technology to empower healthcare payers. By embracing BPaaS, organizations can streamline processes, achieve greater scalability, and pursue operational excellence. In this report, we explore the role of BPaaS solutions within the healthcare payer landscape. It provides a comprehensive analysis of the challenges that healthcare enterprises face and demonstrates how BPaaS can effectively address them. The report offers insights into various BPaaS solutions, including their core elements and the outcomes they deliver. Additionally, it examines successful use cases of specialized BPaaS solutions designed to address specific pain points. Furthermore, the report highlights the increasing adoption and potential of BPaaS-led transformation in payviders. Lastly, it provides guidance on evaluating and selecting BPaaS solution providers to navigate the evolving healthcare landscape effectively. Scope Industry: healthcare Geography: global Contents In this report, we examine: The challenges in the enterprise market and how BPaaS can help solve these issues Broad-based BPaaS solutions, including their key elements and the operational efficiency benefits they offer Specialized BPaaS solutions, highlighting successful use cases and targeted approaches to address specific pain points The unique intersection of BPaaS in payviders, including Provider Sponsored Health Plans (PSHPs) BPaaS’ role in navigating the ever-evolving terrain of the healthcare landscape Membership(s) Healthcare Payer and Provider Business Process Outsourcing Excellence

The growing cost of healthcare services and a gap in the quality of care provided in traditional fee-for-service models have propelled the traction of value-based care models in the market. With this in mind, the Centers for Medicare and Medicaid Services (CMS) has planned for increased value-based care adoption by transferring all Medicare fee-for-service beneficiaries into a care relationship with accountability for quality and a reduction in the total cost of care by 2030. While alternate care delivery models, such as home-based care and virtual care, were initially brought on due to the onset of the pandemic, they are being utilized by enterprises to improve continuity of care, reduce costs, and drive value for their member/patient base. However, with a growing push toward value-based care and improving overall population health, both payer and provider perspectives require further investments for integrated care management and effective utilization management. Providers can fulfill enterprises’ clinical and care management operations requirements by delivering clinical services from cost-effective locations and deploying advanced technology solutions built on a foundation of clinical, claims, and Social Determinants of Health (SDoH) data for personalized care programs and engagement. In this report, we assess 15 healthcare providers featured on the clinical and care management operations PEAK Matrix®. The study will enable healthcare enterprises to identify suitable providers to transform their business processes and differentiate themselves. Scope Industry: healthcare business process Geography: global The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading healthcare payer operations providers, client reference checks, and an ongoing analysis of the healthcare business process services market Contents In this report, we examine: 15 healthcare providers featured on the clinical and care management operations PEAK Matrix® Providers’ capabilities and market shares Providers’ key strengths and limitations Membership(s) Healthcare Payer and Provider Business Process Sourcing and Vendor Management

Healthcare Data and Analytics (D&A) Services Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 35 providers, including their scale of revenue, overview of client base, company overview, revenue split by geography, segment, value chain, and buyer size, along with Everest Group’s PEAK Matrix® service provider assessment. The compendium also examines the global healthcare D&A service provider landscape. The report will enable current and potential buyers of payer operations to assess the providers on their strengths and limitations, based on their desired capabilities. Scope Industry: healthcare Geography: global This report is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading healthcare D&A services providers, client reference checks, and an ongoing analysis of the healthcare D&A services market Contents Each provider profile captures the following details: Scale of operations: client base overview, revenue, revenue split by segment, value chain, buyer size, and geography Major case studies and consultative frameworks Proprietary solutions and key events Everest Group assessment: providers’ position on Everest Group’s PEAK Matrix® and overall evaluation of provider capabilities with key strengths and limitations Membership (s) Healthcare Payer and Provider Information Technology Healthcare Payer and Provider Business Process Data & Analytics Sourcing and Vendor Management

Value-based care models have gained significant traction in the market with growing costs of healthcare services and a pronounced gap in the care quality provided under traditional fee-for-service models. Consequently, the Centers for Medicare and Medicaid Services (CMS) plans to drive the adoption of value-based care by transferring all Medicare fee-for-service beneficiaries into a care relationship with accountability for quality and lower total cost of care by 2030. While the pandemic initially drove alternate care delivery models, such as home-based care and virtual care, enterprises are increasingly using them to improve the continuity of care, reduce costs, and drive value for their member/patient base. However, this push toward value-based care requires further technology investments from both payers and providers for integrated care management and effective utilization management. Providers can fulfill enterprises’ clinical and care management operations requirements by delivering clinical services from cost-effective locations and deploying advanced technology solutions built on a foundation of clinical, claims, and Social Determinants of Health (SDoH) data for personalized care programs and engagement. In this research, we assess 15 healthcare service providers featured on the Clinical and Care Management Operations PEAK Matrix®. We provide a relative positioning and analysis of the providers’ market shares and evaluate their strengths and limitations. The study will enable healthcare enterprises to identify suitable providers to transform their business processes. Scope Industry: healthcare business process Geography: global The assessment is based on Everest Group’s annual RFI process for calendar year 2023, interactions with leading healthcare clinical and care management operations providers, client reference checks, and an ongoing analysis of the healthcare BPS market Contents This report features a detailed analysis of 15 healthcare service providers and includes: Relative positioning of the providers on Everest Group’s PEAK Matrix® for Clinical and Care Management Operations Comparison of the providers’ capabilities and market shares Everest Group’s analysis of the providers’ strengths and limitations Membership(s) Healthcare Payer and Provider Business Process Sourcing and Vendor Management

Healthcare enterprises are recognizing the growing importance of Data and Analytics (D&A) in their growth strategies, as data-driven decision-making gains significance. Traditionally, D&A services focused on cost-cutting and operational optimization; however, there has been a shift toward prioritizing customer satisfaction and improving health outcomes. This shift has led healthcare enterprises to invest in data integration and advanced analytics, with a specific focus on areas such as data privacy, value-based care, and population health. Although payers have been leading in the adoption of D&A, providers are rapidly catching up, with the pandemic serving as a catalyst for this trend. Providers are assisting healthcare enterprises in defining their D&A strategy and roadmap, upgrading their infrastructure, and providing relevant recommendations for enterprise-level decision-making, resulting in tangible business benefits. In this report, we assess 35 healthcare D&A service providers featured on Everest Group’s Healthcare Data and Analytics Services PEAK Matrix® Assessment 2023 Each provider profile offers a comprehensive overview of its service focus and key strengths and limitations. The research will help buyers select the right-fit provider for their needs, while providers will be able to benchmark themselves against the competition. Scope Industry: healthcare Offering: D&A services Geography: global The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading D&A service providers, client reference checks, and an ongoing analysis of the healthcare D&A services market Contents In this report, we: Study healthcare D&A services market trends Examine 35 healthcare D&A service providers’ capabilities and offerings List providers’ key strengths and limitations Membership(s) Healthcare Payer and Provider Information Technology Healthcare Payer and Provider Business Process Sourcing and Vendor Management

The metaverse is a virtually augmented world that provides users with an interactive, immersive, and near-authentic experience, bridging the gap between the virtual and physical worlds to facilitate next-generation engagement. While the metaverse has already made a significant impact on the gaming, entertainment, education and training, tourism, and retail sectors, its potential extends beyond these specific areas to encompass a broad spectrum of industries. The healthcare sector, in particular, can benefit from the transformative potential of the metaverse to enhance patient and provider experiences. The metaverse provides a promising channel to expand business boundaries throughout the healthcare value chain. In this viewpoint, we examine the challenges that the healthcare industry faces in delivering quality care and improving patient outcomes. It also explores the potential of the metaverse in mitigating these challenges, presents real-world use cases of the metaverse in the healthcare industry, discusses future possibilities of the metaverse in healthcare, and addresses the challenges that must be overcome for the metaverse to become an effective tool for healthcare providers and the larger community. Enterprises and providers looking to explore the potential of the metaverse to improve their healthcare services and deliver quality care through immersive experiences will benefit from this report. Scope Industry: healthcare Geography: North America Contents In this report, we examine: The healthcare industry’s challenges in delivering quality care and improving patient outcomes The potential of the metaverse to mitigate the challenges Real-world use cases of the metaverse in the healthcare industry The future possibilities of the metaverse in healthcare Membership(s) Healthcare Payer and Provider Business Process Sourcing and Vendor Management

Everest Group’s Healthcare Customer Experience Management (CXM) Services in North America – Service Provider Compendium provides comprehensive and fact-based snapshots of 19 CXM service providers and includes insights on the healthcare CXM service provider landscape in North America. It offers detailed profiles of each healthcare CXM service provider, with a comprehensive picture of its scale of operations, technology solutions, and delivery locations. Each profile also specifies the service provider’s position on Everest Group’s PEAK Matrix®. The compendium will enable service providers to benchmark their capabilities against their peers, while buyers of healthcare CXM services will be able to assess the service providers based on the desired set of capabilities. Scope Industries: Healthcare Geography: North America Contents In this research, we feature 19 healthcare CXM service provider profiles and include: Services suite and scale of operations: key leaders, service suites, FTEs, revenue, recent developments, and partnerships Delivery locations: country-level detail of key delivery locations worldwide Capabilities and clients: major engagements, revenue by geography, FTE by process coverage and location, and number of contracts by buyer size Proprietary solutions and partnerships: brief descriptions of key healthcare CXM technology solutions and partnerships Everest Group assessment: includes service provider’s position on Everest Group’s PEAK Matrix®, along with its market share and delivery capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

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 areas such as 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 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. 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 Contents 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 Healthcare Customer Experience Management (CXM) Services in North America A comparison of the providers’ capabilities and market shares Everest Group’s analysis of the providers’ strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Healthcare Payer and Provider Business Process Sourcing and Vendor Management