The COVID-19 pandemic, coupled with other industry drivers included the shift in investment priorities of life sciences enterprises toward Customer Experience (CX). Given that traditional Customer Relationship Management platforms are not positioned to deliver a true hyper-personalized customer experience, this necessitates the transformation of CRM to the Customer Experience Platform (CXP). Moving towards a CXP allows life sciences enterprises to ensure not only an optimal experience across all customer touchpoints but also unlock both business and operational benefits (customer loyalty, access to real-time customer insights, etc.). CRM platform vendors, both cross-industry and life sciences-specific are looking to address this shift be developing end-to-end CXP functionalities with a focus on delivering a superior experience.

This report highlights:

  • Industry’s shift towards a customer-first approach
  • Transformation of CRM to CXP
  • Supplier landscape