Healthcare

Comprising private and government-owned organizations, the healthcare industry is dedicated to the diagnosis, treatment, and prevention of human illnesses. Clinical quality, the emergence of online channels, consumer-driven plan design — in all of these areas and more, technology strategy and implementation have become central to the success of healthcare organizations. Healthcare and life sciences research delivers market insights, technology assessments, and best-practice benchmarks and analyzes trends such as the IT "interstructure" that connects payers to hospitals and doctors, website usability and consumer marketing for healthcare, and the role of new IT applications in speeding clinical trials for new drugs.

Latest Research

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Healthcare Analytics, Q4 2018

    The 11 Providers That Matter Most And How They Stack Up

    November 26, 2018 Arielle Trzcinski

    In our 33-criterion evaluation of healthcare analytics providers, we identified the 11 most significant ones — Arcadia.io, Cognizant, Health Catalyst, IBM, MedeAnalytics, NTT DATA, Optum, Philips, PwC, SAS, and Welltok — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery (AD&D) professionals make the right choice.

  • For Customer Experience Professionals

    REPORT: Three Ways To Evolve CX Prioritization

    Advanced Level: Prioritization Practices For CX Transformation

    November 13, 2018 Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their organizations on efforts that bring the greatest benefits to customers and the business through a range of approaches that fall outside typical definitions of prioritization. In this report, we examine three areas that offer opportunities for innovation in the CX management prioritization competency. Forrester refreshes this report regularly based on new research.

  • For CIO Professionals

    REPORT: Predictions 2019: Healthcare

    CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

    November 7, 2018 Arielle Trzcinski, Faith Adams, Kjell Carlsson, Ph.D., Martha Bennett

    2019 will be marked by many changes in the healthcare industry. Threats to US healthcare reform loom in midterm elections, ongoing legislation battles, and Supreme Court appointments. Consolidation will continue across all sectors. Major disruptors, like Amazon and Walmart, will make good on their promises, delivering the personalized experiences that customers have been yearning for from healthcare organizations (HCOs). CIOs should read this report for Forrester's healthcare industry predictions as we enter 2019.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Studies: How Virtual Care Delivers A Winning Healthcare Experience

    Four Case Studies Show How To Drive ROI With Virtual Care

    October 4, 2018 Arielle Trzcinski

    Virtual care is about to radically change the way healthcare organizations deliver care. Customers expect to receive an increasing amount of their care remotely, leaving virtual care laggards scrambling to meet the demand. Digital business professionals need to start buying or building virtual care solutions that will improve health outcomes with convenient and effective options for their customers. For this report, we interviewed four organizations that invested in virtual care delivery and have demonstrated value to their customers.

  • For Customer Experience Professionals

    REPORT: Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX

    October 2, 2018 Joana van den Brink-Quintanilha

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. This report lays out how CX professionals can overcome this problem.

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