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  • State of the Market

    Dec. 27, 2024
    The impact sourcing ecosystem is rapidly expanding due to the growing interest in sustainable and socially responsible business practices. Enterprises and providers are increasingly incorporating diverse and underserved talent into their operations due to cost efficiency, access to specialized talent, and alignment with ESG and SDG objectives. Traditional providers dominate hiring volumes, while specialists see steady growth in revenue and headcount as they refine talent initiatives and partner with NGOs and educational institutions. Buyers recognize the dual value of cost benefits and corporate citizenship, advocating for more robust reporting and impact sourcing policies’ disclosure. In response, providers are investing in enhanced training programs, certifications, and technology upskilling, enabling impact workers to transition to more complex, higher-value roles. Despite generative AI’s disruptive potential concerns, agentic AI emerges as a promising tool to empower the impact workforce. Key market trends include the CXM industry’s increasing contribution to impact sourcing revenue, growing adoption of impact workers in MEA and APAC regions, and alignment with regulatory frameworks promoting fair labor practices. Governments support impact sourcing through incentives and regulations, while providers adopt inclusive hiring strategies and offer tailored employee support to complement workforce diversity and drive social impact. In this report, we explore macroeconomic drivers, buyer feedback, and generative AI’s influence on the impact sourcing space. Africa stands poised to lead the global impact sourcing growth, showing this approach’s transformative potential in fostering a purpose-driven and sustainable business landscape. The report aims to enable enterprises and providers to incorporate impact sourcing and other inclusive talent management strategies in their organizations. Scope Broad industry with a focus on impact sourcing talent strategy Geography: global Impact sourcing programs of both impact sourcing specialists and traditional service providers This report is based on primary and secondary data collection, conversations with market participants (buyers, outsourcing service providers, and impact sourcing specialists), and fact-based research Contents In this report, we analyze: The concept of impact sourcing and the comprehensive impact sourcing market landscape, including market size, trends, and talent portfolio Impact sourcing’s talent management practices across the hire-to-retire cycle Buyers’ take on impact sourcing Impact sourcing engagement case studies Technology’s role on the impact sourcing market and the future of impact sourcing programs Memberships This Market Report is available to All Memberships
  • PEAK Matrix®

    Nov. 07, 2024
    Life sciences companies must engage customers effectively to drive business success through differentiated experiences. Hybrid commercial models require seamless, personalized interactions across channels to serve healthcare providers and patients. Advanced Customer Engagement Platforms (CEPs) go beyond traditional CRM systems to deliver real-time insights, dynamic content management, and omnichannel engagement. However, legacy systems, data silos, and fragmented customer experiences still pose challenges. To overcome these barriers, life sciences companies are partnering with specialized CEP providers to develop differentiated solutions that improve engagement, operational efficiency, and data-driven decision-making. In this research, we assess 27 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 2024, interactions with leading life sciences CEP providers, client reference checks, and an ongoing analysis of the life sciences CEP market Contents In this report, we examine: The CEP provider landscape 27 life sciences CEP providers on several capability- and market success-related dimensions Memberships Life Sciences Information Technology Sourcing and Vendor Management
  • Thematic Report

    Aug. 30, 2024
    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
  • Tech Launch Perspective

    Aug. 07, 2024
    Following the Veeva-Salesforce split, the life sciences industry is undergoing significant changes in the base Customer Relationship Management (CRM) platform and associated technology tools and platforms. Additionally, enterprises seek a unified approach to engage customers across the drug development lifecycle. This approach necessitates providers to upgrade their existing offerings and introduce novel products and platforms. In response, Salesforce announced the launch of its life sciences engagement platform, Salesforce Life Sciences Cloud. This platform offers different customer engagement modules across clinical and commercial segments. In this report, we examine Salesforce’s current market position, key product announcements, and industry objectives. The report also reviews the Salesforce Life Sciences Cloud and covers essential issues and objectives around customer engagement for life sciences enterprises. Scope Industry: life sciences (biopharmaceuticals and medical devices) Geography: global Service: life sciences technology Contents In this report, we examine: Key enterprise issues and objectives for life sciences engagement platforms Salesforce’s current positioning in the market Overview of Salesforce Life Sciences Cloud announcement Everest Group’s review of Salesforce Life Sciences Cloud Membership(s) Clinical Development Technology Life Sciences Information Technology Sourcing and Vendor Management
  • Thematic Report

    Aug. 05, 2024
    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
  • Viewpoint

    April 16, 2024
    The life science industry’s focus on driving improved customer experiences has steadily grown. Investments to improve customer experiences rank among the top priorities of life sciences enterprises. These enterprises must align customer engagement strategies with the preferences of all target customers to foster improved experiences. Before the pandemic, traditional methods dominated Healthcare Provider (HCP) engagement, but the pandemic accelerated digital channels’ role. Post-pandemic, the importance of digital channels persists alongside traditional approaches, as HCPs now prefer digital channels for specific activities, demanding a balanced engagement model. This evolution presents an opportunity for accessible and flexible engagement, requiring efficient resource allocation. A uniform approach does not suit all HCPs, highlighting the importance of the Hybrid Commercial Model (HCM). HCM optimizes resource allocation, improves insights, and elevates customer lifetime value by delivering tailored messages through suitable channels at optimal times. Addressing existing gaps in CRM technology stacks is vital for successful HCM adoption, as life sciences enterprises prioritize customer-centric approaches. This shift underscores HCM’s rapid adoption and its potential to enhance customer engagement in the life sciences sector. This report examines the rise of HCM in commercial HCP engagement, provides insights into associated challenges and benefits, explore the key tenets of HCM, discuss the significance of functionality enablers for HCM, and analyze the implications for commercial technology providers. Scope Industry: life sciences Geography: global Contents In this report, we examine: The rise of HCM Drivers, challenges, and benefits of HCM adoption Key tenets of HCM Key implications for commercial technology providers Membership(s) Life Sciences Information Technology Outsourcing Excellence
  • Provider Compendium

    March 08, 2024
    As life sciences enterprises adapt to the post-pandemic market, global macroeconomic uncertainties and geopolitical disruptions are compelling biopharmaceutical and medical devices enterprises to rethink their future growth strategy. These enterprises are rationalizing and restructuring their portfolios, focusing on high-priority digital transformation initiatives, and seeking providers with specialized domain knowledge, agility, and life sciences-specific technical expertise. Additionally, niche providers are emerging in the post-pandemic era and gaining traction in the digital services market. This compendium provides detailed and fact-based snapshots of 16 life sciences digital service providers. Each profile offers a comprehensive picture of the provider’s offerings, technology solutions, key clients, recent developments, and investments. Scope Industry: life sciences Geography: global Contents This report features 16 life sciences digital service provider profiles and includes: Company overview: the company’s mission, client base, and revenue split across buyer segment and geographies Case studies demonstrating digital service provider capabilities Solutions/Products enabling digital service provider capabilities Recent product developments, partnerships, and investment areas Membership(s) Life Sciences Information Technology Sourcing and Vendor Management
  • Thematic Report

    Feb. 23, 2024
    In today’s dynamic talent market, where competition is fierce, organizations must actively monitor key roles and skills, identifying both in-demand and emerging ones, allowing for strategic workforce planning. A higher demand may indicate more significant competition for talent or a higher probability of attrition in the near future. Thus, analyzing talent demand trends is vital for strategizing workforce requirements, predicting external competition, and understanding leading industries for talent acquisition. Everest Group’s half-yearly report offers insights into monthly IT services talent demand trends across India, highlighting top industries, roles, and skills based on H2 2023 demand. Leveraging data from our Talent Genius™ tool, the report provides a comprehensive analysis of the current talent market, empowering organizations to stay competitive, plan for future workforce needs, and make informed talent acquisition decisions. Scope Industry: IT services Geography: India Contents In this report, we analyze talent demand trends within the IT services sector in India on a national scale. Additionally, we provide detailed profiles of 15 major Tier-1 and Tier-2 cities, offering insights into talent demand trends, top industries, key roles, and essential skills in each location. Membership(s) This Market Report is available to All Memberships
  • Provider Compendium

    Dec. 21, 2023
    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
  • PEAK Matrix®

    Oct. 30, 2023
    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