Innovation helps industry better serve patients through decentralized clinical trials, ongoing engagement, real-time safety monitoring, ISG Provider Lens® report says

Life sciences organizations are using AI and other emerging technologies to become more agile, innovative and patient-centric, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2025 ISG Provider Lens® global Life Sciences Digital Services report finds that clinical trials, manufacturing, patient engagement and other activities in the industry are being transformed to meet changing expectations. Telehealth is making some operations more flexible, while increasing regulation and sustainability goals are creating demand for new solutions. Contract research organizations (CROs) play a growing role in the industry, often at the forefront of innovation.

“Digital transformation is changing what it means to be a leading life sciences enterprise,” said Jenn Stein, ISG partner and life sciences industry lead. “Life sciences companies want to move faster, understand unique patient needs and automate processes to be more responsive. Those that can adapt to the new challenges will thrive.”

Companies are going beyond traditional automation by deploying AI agents for clinical development, patient engagement and regulatory affairs, the report says. These self-learning systems continuously optimize processes and provide insights that improve decision-making. Benefits include better prediction of patient needs, streamlined clinical trials and compliance with evolving regulations.

In clinical development, AI is speeding up the design of trial protocols and improving oversight and documentation, ISG says. Telemedicine, real-time data capture and wearable devices enable decentralized and hybrid trials, which change the role of patients, integrating trials into their lives and allowing for broader participation. Through telehealth platforms and personalized communication, companies are building continuous, proactive relationships with patients.

Real-time data, AI-based surveillance and automation are changing the way life sciences organizations monitor and respond to safety requirements, the report says. Modern pharmacovigilance systems provide new ways to process safety data, submit documentation and remain prepared for audits. Pharmacovigilance tools are increasingly aligned with regulatory platforms, forming a digital backbone that allows companies to act quickly and scale up easily.

CROs and life sciences enterprises are working together more closely in a wide range of activities, shifting from purely transactional relationships to true partnerships, ISG says. CROs are involved in clinical development, patient engagement, compliance and other functions, often introducing AI capabilities to improve outcomes.

“Life sciences companies depend on CROs more than ever, especially for engaging with participants in decentralized trials,” said Rohan Sinha, principal analyst at ISG and co-author of the report. “Strategic partnerships are essential in this increasingly complex industry.”

The report also explores other trends in the life sciences industry, including the role of GenAI in personalized customer experience and the growing importance of automation and sustainability in life sciences manufacturing.

For more insights into the technology challenges faced by life sciences enterprises, plus ISG’s advice for addressing them, see the ISG Provider Lens® Focal Points briefing here.

The 2025 ISG Provider Lens® global Life Sciences Digital Services report evaluates the capabilities of 62 providers across seven quadrants: Clinical Development (Service Providers), Patient Engagement (Service Providers), Manufacturing Supply Chain (Service Providers), Pharmacovigilance and Regulatory Affairs — Digital Evolution (Service Providers), Commercial Operations — Digital Evolution (Service Providers), Clinical Development (CROs), Patient Engagement (CROs) and Pharmacovigilance and Regulatory Affairs — Digital Evolution (CROs).

The report names Accenture, Capgemini, Cognizant, Deloitte, HCLTech, Infosys, TCS and Wipro as Leaders in five quadrants each. It names ICON plc, IQVIA and PPD as Leaders in three quadrants each. Hexaware, NTT DATA, Parexel, Syneos Health and Tech Mahindra are named as Leaders in two quadrants each. Genpact, Indegene, LTIMindtree and WuXI AppTec are named as Leaders in one quadrant each.

In addition, Tech Mahindra is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. Clario, Hexaware, LTIMindtree, Medpace, Persistent Systems and Worldwide Clinical Trials are named as Leaders in one quadrant each.

In the area of customer experience, Persistent Systems is named the global ISG CX Star Performer for 2025 among life sciences digital service providers. Persistent Systems earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

Customized versions of the report are available from Hexaware, Indegene and PPD.

The 2025 ISG Provider Lens® global Life Sciences Digital Services report is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens® Research

The ISG Provider Lens® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.

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Digital transformation is changing what it means to be a leading life sciences enterprise, an ISG Provider Lens® report says. Life sciences companies want to move faster, understand unique patient needs and automate processes to be more responsive.