The life sciences industry is transforming significantly, driven by rapid technology advances and evolving customer expectations. In this dynamic landscape, commercial technology specialists are emerging as key players, offering innovative solutions across omnichannel engagement, intelligence, and content and learning management. These specialists are pivotal in helping life sciences companies navigate the modern market’s complexities, ensuring they remain competitive and relevant. In response, life sciences enterprises are increasingly turning to commercial technology specialists who bring a sophisticated understanding of advanced technologies such as AI, ML, and big data analytics, as well as expertise in a niche domain within the commercial technology value chain. These specialists are driving innovation by integrating these advanced capabilities into existing frameworks and developing new platforms that leverage a focused approach and also support cohesive commercial strategies. In this report, we assess specialists that offer proprietary life sciences commercial technology solutions, focusing on their core capabilities and market impact. We present an assessment and detailed profiles of trailblazers. Scope Industry: life sciences (biopharmaceuticals and medical devices) Geography: global Contents This report studies: Key trends shaping the life sciences commercial technology market Major adoption drivers for life sciences enterprises Enterprise-sourcing criteria for commercial technology Trailblazers, i.e., 23 leading life sciences commercial technology specialists Membership(s) Life Sciences Information Technology Life Sciences Commercial Technologies Sourcing and Vendor Management

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 However, outdated tools and data fragmentation across business functions hinder enterprises from delivering personalized experiences.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

The life sciences sales and marketing industry is undergoing a profound transformation, driven by factors such as technology advances, changing regulatory landscape, and evolving patient expectations. As pharmaceutical and MedTech companies embrace innovation and patient centricity, outsourcing becomes a strategic imperative, enabling them to remain competitive, compliant, and responsive to the evolving needs of patients, payers, and healthcare systems. In this report, we examine key trends such as Healthcare Practitioner (HCP) engagement, patient centricity, evolving market access strategies, and efficient hybrid sales models. Furthermore, we analyze outsourcing implications, empowering providers to align with evolving market dynamics. This report will serve as a guide for stakeholders, both enterprises and providers, in navigating the complexities of an industry in constant flux. It equips them with essential insights to adapt, grow, and thrive in a rapidly evolving healthcare ecosystem. Scope Industry: life sciences Geography: global Contents In this report, we examine: Key trends impacting the life sciences sales and marketing operations market Outsourcing dynamics and deal trends in the life sciences sales and marketing operations market Provider landscape in the life sciences sales and marketing operations market Membership(s) Life Sciences Business Process 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

Everest Group’s Life Sciences Sales and Marketing Operations – Service Provider Compendium 2023 provides comprehensive and fact-based snapshots of 17 life sciences sales and marketing service providers. It offers a detailed profile of each provider, with a comprehensive picture of its company overview, key leaders, scale of operations, recent developments and investments, partnerships, technology solutions and capabilities, talent initiatives, delivery locations, scope of services, and portfolio mix. Each profile also specifies the provider’s position on Everest Group’s PEAK Matrix® and offers an insightful analysis of its capabilities. The compendium will enable providers to benchmark themselves against their competitors, while buyers will be able to assess the providers based on the desired set of capabilities. Scope Industry: life sciences Geography: North America Contents In this research, we feature 17 life sciences sales and marketing operations service provider profiles and include: Service suite and scale of operations: key leaders, service suites, FTEs, revenue, recent developments, and partnerships Delivery locations: city-level detail of key delivery locations worldwide Capabilities and clients: major engagements, revenue by process coverage, revenue by geography, revenue by buyer size, and revenue by line of business Proprietary solutions and partnerships:brief descriptions of key life sciences sales and marketing technology solutions and partnerships Everest Group assessment:includes providers’ position on Everest Group’s PEAK Matrix®, along with their strengths and limitations Membership(s) Life Sciences Business Process Sourcing and Vendor Management

Life sciences enterprises are evolving their commercial technology landscape to suit changing customer preferences and are shifting from a completely physical, representative-based sales model to a more stable hybrid commercial model. To unlock maximum value from the commercial technology and deliver a consistent and hyper-personalized Customer Experience (CX), the hybrid commercial model needs to integrate diverse datasets, achieve higher efficacy of data transformation, reduce insights generation time, and improve collaboration between all internal functions. Therefore, life sciences enterprises cannot sustain a hybrid commercial model solely by relying on historical data analysis (descriptive analytics) and IT-led Business Intelligence (BI). They need to invest in next-generation AI-enabled analytics and BI tools to meet the changing needs and preferences of evolved customers. However, most existing commercial analytics and BI tools/solutions are not adept at adapting to this evolving technology landscape. In this report, we demonstrate the value of augmented analytics tools and BI platforms for the life sciences commercial function and shed light on their key use cases across the sales, marketing, and managed markets functions. Additionally, the report also provides suggestions on how life sciences firms can get started and build momentum to maximize the outcomes from their augmented analytics initiatives using Everest Group’s enterprise blueprint for success in scaling augmented analytics tools. Scope Industry: life sciences Geography: global Contents In this report, we: Establish the business case for augmented analytics in the life sciences commercial function Examine the value that augmented analytics provide Enlist the augmented analytics use cases across prominent life sciences commercial functions Provide a roadmap for successfully adopting augmented analytics tools Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

The life sciences industry is currently facing several challenges that are significantly impacting drug and device manufacturing costs. In addition to these rising costs, regulatory developments such as the Inflation Reduction Act 2023 and upcoming patent cliffs are further exacerbating the situation. As a result, it has become imperative for life sciences enterprises to establish robust sales and marketing operations to remain competitive. Additionally, the increasing involvement of end-consumers/patients in their healthcare decisions, coupled with evolving Healthcare Practitioner (HCP) needs, has compelled life sciences enterprises to explore the use of digital tools and technologies to enhance their market positioning and ensure continued engagement with their stakeholders. To effectively meet these evolving enterprise needs, providers are revamping their sales and marketing operations offerings. They are investing in a range of solutions, from point analytics such as HCP segmentation to large-scale multi-tower platform solutions covering marketing, promotion, and sales, along with investments in evolving technologies such as the metaverse for sales rep training. In this report, we assess 17 providers featured on Everest Group’s Life Sciences Sales and Marketing Operations – Services PEAK Matrix®. Each profile provides a comprehensive overview of the provider’s service focus, key Intellectual Property (IP) / solutions and domain investments. 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 calendar year 2022, interactions with leading life sciences providers, client reference checks, and an ongoing analysis of the life sciences market Contents This report features 17 life sciences sales and marketing operations service provider profiles and includes: Providers’ position on Everest Group’s PEAK Matrix® for Life Sciences Sales and Marketing Operations Comparison of the providers’ capabilities and market shares Providers’ key strengths and limitations Membership(s) Life Sciences Business Process Sourcing and Vendor Management

Life sciences enterprises are actively transforming their commercial operations to meet business demands. Industry-agnostic technologies in the commercial space lack the real-time or data integration capabilities specific to the life sciences domain (that analytics & AI solutions offer), due to which enterprises find it difficult to achieve the best value for their commercialization efforts. Recognizing the opportunity, multiple analytics & AI start-ups – with a focus on transforming life sciences commercial operations – have emerged over the past decade. These start-ups are constantly innovating to provide agile, scalable, and easily integrable out-of-the-box solutions, which deliver deep insights, prescriptive suggestions, and precision forecasting. In this report, we assess start-ups that offer proprietary life sciences commercial analytics & AI solutions, focusing on their core capabilities and market impact. Scope Industry: life sciences Geography: global Contents This report studies: The life sciences commercial analytics & AI market landscape Key trends shaping the life sciences commercial analytics & AI market Major adoption challenges that life sciences enterprises face The value proposition of emerging start-ups Life sciences commercial analytics & AI start-ups Trailblazers – seven leading life sciences commercial analytics & AI start-ups Membership (s) Life Sciences Information Technology Sourcing and Vendor Management

Global providers, including the likes of Accenture, Cognizant, and TCS, have traditionally dominated the life sciences IT services space. However, in the past few years, the life sciences IT services supply ecosystem has evolved, with many small and midsize providers establishing themselves as specialists in life sciences IT services and gaining a strong foothold in the market. In fact, a few providers have started challenging the front-runners directly, while others are creating a niche for themselves in specific pockets. In this study, we focus on IT service providers focused on commercial services (such as data management, marketing effectiveness, sales force engagement, patient and provider engagement, and platform services) and those deriving 40% or more of their revenues from the life sciences commercial business. We assess 11 life sciences commercial services specialists featured on the Life Sciences Commercial Services Specialists PEAK Matrix® Assessment 2021 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and market impact. The study will enable buyers to select right-fit providers per their needs, while providers will be able to benchmark themselves against competitors. Scope Geography: global Industry: life sciences In this research, we study IT service providers focused on commercial services (such as data management, marketing effectiveness, sales force engagement, patient and provider engagement, and platform services) and those deriving 40% or more of their revenues from the life sciences commercial business Our assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with specialists, client reference checks, and an in-depth analysis of the life sciences commercial services market Contents This report features detailed assessments of 11 life sciences commercial services specialists, along with their strengths and limitations. Membership(s) Life Sciences Information Technology Sourcing and Vendor Management

Global service providers, including the likes of Accenture, Cognizant, and TCS, have traditionally dominated the life sciences IT services space. However, in the past few years, the life sciences IT services supply ecosystem has evolved, with many small and midsize providers establishing themselves as specialists in life sciences IT services and gaining a strong foothold in the market. In fact, a few of these providers have started challenging the front-runners directly, while others are creating a niche for themselves and operating in specific pockets. Everest Group’s Life Sciences Commercial Services Specialists PEAK Matrix® Assessment 2021 evaluates IT services specialists operating in the commercial landscape and examines their key offerings, differentiators, challenges, and outlook for these providers. These service providers are mapped on the Everest Group PEAK Matrix®, a composite index of distinct metrics related to a provider’s capability and market impact, and classified as Leaders, Major Contenders, and Aspirants in the space. The study will enable buyers to select the right-fit provider per their needs, while providers will be able to benchmark themselves against competitors. Scope Industry: life sciences Geography: global In this research, we study IT service providers focused on commercial services (such as data management, marketing effectiveness, sales force engagement, patient and provider engagement, and platform services) and those deriving 40% or more of their revenues from the life sciences commercial business Contents This report studies: The landscape of life sciences commercial services specialists Assessment of service providers on several capability and market success-related dimensions Enterprise sourcing considerations, highlighting the strengths and limitations of each service provider Membership(s) Life Sciences Information Technology Sourcing and Vendor Management