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 However, outdated tools and data fragmentation across business functions hinder enterprises from delivering personalized experiences.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 recent years, the Healthcare and Life Sciences (HLS) industry has faced notable cyber threats, with the frequency of such incidents continuing to rise. These threats include targeted breaches of health records, patient databases, and pharmaceutical intellectual property. As a result, HLS enterprises are outsourcing cybersecurity solutions to providers that have a deep understanding of the industry. This is to comply with regulatory mandates, enhance patient/member data protection, safeguard enterprise reputation and trust, and secure medical devices. In this report, we explore significant cybersecurity themes in the HLS domain and identify highly adopted use cases, benefits, challenges, and emerging technologies and opportunities under each theme. The report will enable providers to invest strategically in cybersecurity, while guiding enterprises to formulate a robust cyber resilience strategy. Scope Industry: HLS Geography: global Contents In this report, we examine: Drivers and challenges of cybersecurity solutions Trends in the cybersecurity market Key cybersecurity service opportunities Cybersecurity solutions’ use cases for HLS enterprises Potential investment areas for providers Implications for enterprises Membership(s) Healthcare Payer and Provider Information Technology Cybersecurity Life Sciences Information Technology

Our Life Sciences Global Sourcing Adoption Trends report presents fact-based data and analysis on key trends and developments in global outsourcing for the life sciences industry. The report examines key developments in offshore locations leveraged for service delivery, the level of offshore/nearshore penetration and sourcing mix, global sourcing maturity, and emerging themes in the industry. Additionally, it identifies opportunities, implications, and challenges for providers and enterprises in the next normal. Scope Industry: life sciences Geography: global Contents In this report, we examine: Key global sourcing trends in the life sciences industry Value chain processes employed in the life sciences industry Leading offshore locations leveraged for service delivery Offshore penetration and sourcing mix across key functions, including life sciences operations, corporate functions (Finance and Accounting (F&A), HR, and procurement), and digital services such as analytics, automation, AI/ML, cloud, Internet of Things (IoT), and blockchain Global sourcing maturity across key functions, including life sciences operations, IT services, digital services, and corporate functions Emerging themes in the life sciences industry, including the transition to a greener future, navigating ESG and sustainability considerations, expanding provider portfolios, addressing talent challenges, and adopting next-generation technologies Membership(s) Market Vista™ Sourcing and Vendor Management

The COVID-19 pandemic, coupled with industry drivers such as the increasing preference for digital engagement and consumerism, has shifted life sciences enterprises’ investment priorities to Customer Experience (CX). Given that traditional Customer Relationship Management (CRM) platforms are not positioned to deliver a true hyper-personalized customer experience, this shift necessitates the move to a Customer Experience Platform (CXP), which can allow life sciences enterprises to not only ensure an optimal experience across all customer touchpoints, but also unlock business and operational benefits. CRM platform vendors, both cross-industry and life sciences-specific are looking to address this shift by developing end-to-end CXP functionalities with a focus on delivering a superior experience. In this report, we deep dive into the evolution of traditional CRM to CXP solutions, analyze adoption trends, and provide an overview of the CXP platforms available in the market. Scope Industry: life sciences Geography: global Contents This report studies: The life sciences industry’s shift to a customer-first approach The shift from traditional CRM to CXP The CXP supplier landscape Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

Artificial Intelligence (AI) is experiencing industry-wide adoption, with technology-intensive and customer-facing industries at the forefront of the adoption wave. Its adoption is at a relatively nascent stage in the life sciences industry, with digitalization accelerating life sciences enterprises’ interest in AI. This interest is driven by the enormous amounts of health data that lies unexplored, high drug development costs coupled with low success rates, and growth in consumerism. Simultaneously, CEOs and CIOs are acknowledging AI’s transformative power across the value chain – to improve customer experience, achieve operational efficiency, enhance employee productivity, cut costs, accelerate speed-to-market, and develop more personalized products. To maintain a competitive edge, life sciences enterprises are rapidly building appropriate AI strategies and investing in AI to unlock its value for them. In this report, Everest Group analyzes 20 leading life sciences enterprises in terms of their AI competency vis-à-vis roadmap, people, AI domain adoption across the value chain, and its associated impact, in order to identify the industry leaders. We also outline key takeaways for enterprises in the early stages of adopting next-generation AI and provide an overview of the AI supplier ecosystem and the outlook for AI in life sciences. Scope Geography: global Life sciences enterprises assessed for their AI capabilities: Abbott Laboratories, Amgen, AstraZeneca, Bayer, Biogen, Bristol-Myers Squibb, Eli Lily, Gilead Sciences, GSK, Johnson & Johnson, Medtronic, Merck, Novartis, Novo Nordisk, Pfizer, Phillips, Roche, Sanofi, Stryker, and ThermoFischer Scientific Contents The report covers the following topics: AI adoption in the life sciences industry Life sciences industry’s AI innovation ecosystem Global life sciences enterprises’ assessment in terms of AI competency Identification of AI leaders and their differentiating features across all assessment dimensions Snapshots of competency and impact for life sciences enterprises Challenges and outlook for the AI market Life Sciences IT Services (ITS)