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 Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer Experience Index (CX Index). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience

    June 19, 2018 Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were analyzed as part of the US CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Now Tech: Professional Services For Digital Health Transformation, Q2 2018

    Forrester's Overview Of 24 Professional Services Firms For Digital Health Transformation

    May 3, 2018Kate McCarthy, Alex Kramer

    You can use professional services for digital health transformation to improve customer experience, improve care and reduce costs, and drive engagement with digital experiences. But to access these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size, functionality, geography, and vertical market focus. Digital business pros should use Forrester's Now Tech report to understand the value they can expect from professional services for digital health transformation and select vendors based on size and functionality.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Amazon Effect Is Primed To Disrupt Healthcare

    Digital Will Disrupt Bricks-And-Mortar Healthcare

    April 11, 2018Kate McCarthy, Alex Kramer

    Healthcare has lagged other industries in digital transformation and customer obsession for far too long. But Amazon has declared its intent to enter the space, and healthcare leaders must act. Now's the time for digital business professionals to champion culture-changing customer obsession and digital transformation — before it's too late.

  • For CIO Professionals

    REPORT: HIMSS18: CIOs Must Innovate Or Perish

    Cloud Adoption Is Essential As Healthcare CIOs Brace For Disruption From Big Tech

    April 11, 2018Kate McCarthy, Alex Kramer

    Every year, record numbers of healthcare leaders descend upon the Healthcare Information and Management Systems Society's (HIMSS) annual conference to set their business technology agendas for the next year. HIMSS18 woke CIOs up to the reality that cloud is an imperative. And as scary as that is for some, it opens up the possibility of cost-crushing innovations in customer insight and engagement. Read this report to learn more about HIMSS18.

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