The pandemic highlighted the need for increased virtual and digital interactions between life sciences enterprises and customers. Enterprises realized that life sciences-specific Customer Relationship Management (CRM) systems were not inherently equipped to support virtual and digital engagements on a large scale. Furthermore, suboptimal customer data management and disparate engagement channels, among other platform limitations, led to inconsistent customer experiences and misaligned interactions with target customers.
As customer experience continues to be a top priority for enterprises, organizations are exploring experience-focused solutions and tools to supplement traditional CRM functionalities. Life sciences enterprises are increasingly adopting Customer Experience (CX) platforms, which leverage customer data management, content management, sales and marketing, and real-time analytics and insights to enhance the customer’s experience across all interaction touchpoints.
This compendium provides comprehensive profiles of 18 life sciences CX platform providers featured on Everest Group’s Life Sciences Customer Experience Platforms PEAK Matrix®. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities.
Scope
Industry: life sciences
Geography: global
The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading life sciences CX platform providers, client reference checks, and an ongoing analysis of the life sciences CX platforms market
Contents
In this report, we:
- Examine the CX platform provider landscape
- Assess 18 life sciences CX platform providers on several capabilities and market success-related dimensions
Membership(s)
Life Sciences Information Technology
Sourcing and Vendor Management
