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 global customer experience (CX) outsourcing market saw an astounding increase of 12-14% in 2021, with the current market size standing at US$100-102 billion. This drastic rise is due to the need for enterprises to meet customers’ growing digital…
