Aktana Named a Leader and Star Performer in 2024 Life Sciences Next-Generation CEPs PEAK Matrix® by Everest Group.
As the life sciences sector continues to evolve, achieving more meaningful engagements with customers is a must to stay competitive. Creating personalized experiences for healthcare professionals (HCPs) is often complex, requiring enterprises to integrate smoothly between their digital and human touchpoints. A cohesive omnichannel strategy requires the right technology, collaboration, and intelligent orchestration to enable efficient decision-making. In this landscape, the rise of Next-Generation Customer Engagement Platforms (CEPs) is inevitable.
Beyond Traditional CRM: What is a Next-Generation CEP?
Life Sciences organizations have long grappled with fragmented systems, data silos, and disjointed customer experiences. In contrast, Next-generation CEPs unlock true omnichannel capabilities and personalization at scale. By integrating real-time data, AI-driven insights, and omnichannel optimization, CEPs can help life sciences enterprises boost operational efficiencies – empowering the field for continuous improvement over time.
In their recently released “Life Sciences Next-generation Customer Engagement Platforms (CEPs) PEAK Matrix® Assessment 2024”, leading research firm Everest Group defines a next-generation CEP as “CRM + Experience-focused customer engagement”. This means that in addition to traditional CRM capabilities in supporting sales, marketing, and other functions, CEPs also play a major role in enabling life sciences organizations to optimize their engagement channels, manage content end-to-end, and integrate deep AI and next-best-action (NBA) insights into their field and digital workflows. In addition, Next-generation CEPs that integrate, organize and future-proof data can be of great significance to life sciences organizations in meeting market shifts and demands, enhancing their customer engagement, and adopting new strategies.
Everest Group Recognition: Aktana a Leader in Next-generation CEP Platforms
As more life sciences organizations adopt hybrid engagement models and generative AI, CEP providers that offer specific, life sciences focused customer engagement solutions and customer-centric features become indispensable.
In this regard, Aktana has been recognized by Everest Group as a Leader and Star Performer in its 2024 PEAK Matrix® assessment. This recognition follows a thorough analysis of 27 life sciences CEP providers. According to the assessment report, leaders in the CEP space operate with a strong vision, enhancing traditional CRM capabilities with experience-based customer engagement functionalities. In addition, leaders offer life-sciences enterprises robust support and a user-centric approach.
Speaking for Everest Group, Chunky Satija, Vice President, Healthcare and Life Sciences said, “Life Sciences enterprises are increasingly prioritizing experience-driven Customer Engagement Platforms (CEPs) over traditional CRM systems, reflecting a significant shift towards customer-centric strategies. The focus is on leveraging real-time insights, dynamic content management, and AI-driven functionalities, to enhance customer interactions across diverse stakeholder segments, including sales, marketing, medical affairs, and patient services.”
Satija continues: “Aktana provides a robust suite of life sciences-focused customer engagement solutions that incorporate advanced features, such as KPI improvement tactics, strategy formulation and execution, and next-best-action recommendations, enabling enterprises to enhance customer engagement through performance tracking and proactive insights. Clients appreciate the user-friendly interface that provides seamless functionality across devices. As a result, Aktana has earned recognition as a Leader and Star Performer in the 2024 Life Sciences Next-Generation Customer Engagement Platforms (CEPs) PEAK Matrix® Assessment.”
Aktana’s position highlights not only its market impact in terms of adoption, client and product portfolio mix, and year-on-year growth— but also its technology capabilities, ease of deployment, consistent innovation, and support services.
Aktana’s Distinctive Approach to Customer Engagement
Noting the distinguishing features of Aktana’s market impact, vision, and capabilities in 2024, the Everest Group has identified strengths across its portfolio, value delivery, and technology:
- Aktana’s true AI-driven omnichannel capabilities can deliver a transformative impact to our customers across the globe. With a best-in-class strategy orchestration model, AI-powered recommendations, and conversational AI tools, Aktana can identify nascent opportunities and recommend high-impact actions to boost the KPI performance of our clients.
- Clients also appreciate Aktana’s user-friendly interface, seamless performance across mobile devices, and our technical expertise.
- Buyers consider Aktana’s pricing to be “fair and competitive”, finding it more attractive than other offerings on the market.
Recent case studies reviewed by the Everest Group discuss Aktana’s orchestration capabilities and high adoption in driving omnichannel activation– as in the case of a top 10 biopharma company that enhanced personalization with HCPs, leading to a 14% increase in sales within nine months. Another client boosted HCP registrations and increased engagement using Aktana’s AI capabilities, driving a cohesive cross-channel outreach strategy that led to a 40% higher send rate for approved emails in Aktana adopters and 80% of HCP registrations.
These factors, along with additional capability enhancement via Aktana’s recent acquisitions and innovations, undoubtedly place it as an industry-leading CEP for life-sciences enterprises.
To read further about the PEAK Matrix assessment, you can download a report here.
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Work Cited
Everest Group. Life Sciences Next-generation Customer Engagement Platforms (CEP) PEAK Matrix® Assessment 2024. 2024. https://www.aktana.com/resources/everest-group-life-sciences-next-generation-customer-engagement-platforms-cep-peak-matrix-assessment-2024/.
Disclaimer
Licensed extracts taken from Everest Group’s PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.
About Everest Group
Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group’s PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.
