Elizabeth BoehmPrincipal Analyst
Consumer Healthcare, Customer Experience, Customer Experience Management, Healthcare & Life Sciences, Healthcare & Life Sciences Customer Experience, ROI Of Customer Experience, Web Site Design
Liz primarily contributes to Forrester's offerings for the Customer Experience Professional. Her research focuses on customer experience in regard to health plans, life sciences firms, and hospitals. She joined Forrester in 1997 and co-founded Forrester's healthcare and life sciences research practice in 1999.
Liz leads Forrester's healthcare and life sciences research community, and her own research focuses on several topics within the area of healthcare customer experience. She works with national and regional health plans to improve Web site usability and decision support for members, employers, providers, and brokers. Her research and consulting helps health plans drive administrative efficiency and loyalty, as well as uncover emerging best practices around technology-mediated wellness and disease management.
Liz also leads Forrester's research on healthcare unbound — technologies in, on, and around the body that free care from formal institutions. This burgeoning technology field includes sensor technology, wearable computing, and home-based health and wellness monitoring solutions.
Finally, Liz researches usability and technology adoption for seniors, as well as document and device usability, particularly as they relate to healthcare and life sciences.
Liz has been a featured and highly rated speaker at national healthcare events. She is frequently quoted in such leading publications as The New York Times and The Wall Street Journal.
Before joining Forrester, Liz was a health extension volunteer with the Peace Corps in Burkina Faso.
Liz graduated from Amherst College with a degree in women's and gender studies.
Mobile Healthcare's Slow Adoption Curve November 22, 2011 BookmarkPDF
The Health Insurance Customer Experience Professional's Guide To Healthcare Reform September 23, 2011 (Rating: 7) BookmarkPDF
Health Insurers Still Struggle To Deliver Positive Multichannel Customer Experiences August 15, 2011 BookmarkPDF
Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool July 26, 2011 BookmarkPDF
Case Study: Radboud Hospital Supports Young Cancer Patients With An Online Community June 20, 2011 (Rating: 10) BookmarkPDF
How Health Insurers Are Building Customer Engagement Through Social Media October 2012 Receive an alert when this document is published: email RSS
Healthcare Mobile Experiences - The Good, The Bad, And The Ugly December 2012 Receive an alert when this document is published: email RSS
How Members View Health Plan Web Sites June 2012 Receive an alert when this document is published: email RSS
Consumer Engagement in Wellness and Behavior Change March 2012 Receive an alert when this document is published: email RSS
Why Health Plans Need a Chief Customer Officer August 2012 Receive an alert when this document is published: email RSS
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