POINT OF VIEW · MAY 2026
Who wins the AI-driven CX race in pharma?
Adobe, Salesforce and Veeva, scored against a rigorous, vendor-agnostic framework. A 31-point assessment of what AI-driven customer experience actually requires. And which platform can deliver it.
Six sections, one strategic answer.
01
The Question
Which technology partner can deliver AI-driven CX at scale?
02
The Playing Field
Five dimensions of AI-driven customer experience, defined.
03
The AI Capabilities
The features that separate leaders from laggards over the next decade.
04
The Scorecard
31 sub-criteria, 3 vendors, scored against one framework.
05
Three Strategies
Adobe, Salesforce and Veeva. Each built on a different thesis.
06
The Verdict
Why nobody wins this race alone, and what to do about it.