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