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