ZS has been named a Leader in the IDC MarketScape: Worldwide Life Sciences Healthcare Provider (HCP) Engagement Services 2025 Vendor Assessment (doc #US51813524, September 2025).
“ZS’s extensive industry expertise and experience enables it to deliver comprehensive services across the full spectrum of HCP engagement areas and related data-driven services (CRM, events management, omni-channel engagement, field planning, patient journey, market access strategy, content and digital asset management, next best action recommendations, AI-enabled HCP targeting, events analytics, marketing analytics, compliance management, customer reference data management, patient and prescriber data management, and KOL data management),” the report said.
“ZS’s modular, value-driven service delivery model emphasizes cost efficiency, operational excellence, and measurable business outcomes.”
According to the IDC MarketScape, “ZS has demonstrated impactful outcomes in multiple engagements, supporting life sciences customers with AI-driven services and solutions in areas such as CRM implementations, dynamic HCP targeting, omni-channel orchestration, field force enablement, pre-call planning, next-best-action insights, and content hyperpersonalization. This has driven significant improvements in HCP engagement rates, sales effectiveness and productivity, cost savings, customer satisfaction, patient access, time to market, and revenue growth. For example, ZS supported a major global pharma company in deploying a predictive solution for dynamic HCP targeting and content hyperpersonalization, achieving field adoption of over 90% and significant improvements in HCP engagement rates and time savings for sales teams.”
Srihari Sarangan, principal and head of digital products and solutions, global CRM lead at ZS, said, “We believe being named a Leader by the IDC MarketScape is yet another example of ZS’s efforts to leverage its end-to-end solutions and deep technology expertise in CRM to help clients improve life and how we live it. Our focus is on shaping the next generation of customer engagement by combining data, AI and human insight to drive meaningful experiences across the healthcare ecosystem, all activated through C1RM.”
“We believe this recognition also highlights the power of our strategic depth in GTM transformation and AI-driven analytics platforms activated through the next generation of CRM in the industry—including ZAIDYN® Customer Engagement, Max.AI™ and Personalize.AI™—to turn data into actionable insight,” said ZS’s Omer Hancer, who leads digital HCP engagement analytics and AI. “By combining deep industry expertise with advanced analytics, we’re helping life sciences organizations personalize engagement, improve efficiency and ultimately advance better health outcomes for patients.”
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.
3 strengths: ZS supports HCP engagement initiatives
- Extensive industry expertise and cross-functional approach: “ZS offers extensive life sciences expertise, built on decades of experience, and a cross-functional engagement approach to comprehensively address life sciences organizations’ HCP engagement needs. Through its dedicated team of 10,000 life sciences-focused professionals (as well as data scientists, cross-functional teams, and dedicated centers of excellence), ZS supports complex scenarios in highly regulated environments across the full HCP engagement life cycle.”
- Integrating intelligent AI-driven capabilities and assets: “ZS offers robust data science and AI capabilities to support the rapid deployment of AI/ML, generative AI, and AI agents to address customers’ HCP engagement needs. It emphasizes embedding analytics into CRM workflows and offers a variety of proprietary GenAI tools and solutions (e.g., MAX.AI, Personalize.AI, and Kural) to drive HCP engagement innovation and personalization while promoting patient-centricity. Its AI-enabled, cloud-based life sciences ZAIDYN® platform uses AI and GenAI to bring together data and insights to support commercial processes, including field planning, dynamic HCP targeting, and HCP and patient engagement and personalization.”
- Outcomes-driven approach and flexible engagement models: “ZS’s modular, value-driven service delivery model emphasizes cost efficiency, operational excellence, and measurable business outcomes. ZS has been recognized for its decision-driven methodology and strong focus on outcomes that help maximize business outcomes and sustainable impact. The company’s customer-centric approach is also reflected in its flexible customer engagement and pricing models, including value-based and risk-sharing arrangements.”
When to consider ZS for HCP engagement
The report concluded: “Life sciences organizations should consider ZS when seeking an end-to-end partner with deep experience and regulatory expertise across the HCP engagement life cycle for their comprehensive HCP engagement transformation initiatives. It is an ideal fit for life sciences organizations that require CRM transformation by integrating intelligent, AI-driven capabilities into orchestrated workflows and deploying GenAI-enabled solutions for diverse omni-channel engagement use cases, including field force enablement, next best action recommendations, HCP targeting, and HCP engagement personalization across diverse product lines and therapeutic areas. ZS is also a compelling choice for organizations requiring support in strategies, decisions, and transitions associated with the unfolding Veeva/Salesforce market landscape.”
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