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 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.

  • For Customer Experience Professionals

    REPORT: How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

    September 21, 2018 Maxie Schmidt-Subramanian, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth through increasing customer loyalty. This report shows the business impact of improving CX for 18 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use the insights in this report to make the case for investing in customer experience. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This year, we added a model for midscale hotels to the analysis.

  • For Customer Experience Professionals

    REPORT: Seven Ways To Optimize Healthcare CX

    How Healthcare CX Pros Can Deliver Exceptional Healthcare CX

    August 21, 2018 Faith Adams

    When it comes to customer experience (CX) performance, healthcare organizations continue to lag. This struggle can be attributed to the industry's complex ecosystem and a lack of actionable customer understanding. Along with competing priorities and heightened customer expectations, these problems continue to inhibit firms like payers, providers, and pharmacy benefits managers from aligning around their shared customers. This report will discuss seven ways that healthcare CX pros can optimize CX despite these challenges.

  • For Customer Experience Professionals

    REPORT: The Customer Journey Atlas In Six Steps

    How To Organize And Prioritize Your Journey Mapping Efforts For Success

    August 8, 2018 Kelly Price

    Journey mapping is one of the most popular and powerful tools for improving customers' experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle to achieve success as they grapple with hard questions like: What journeys matter most? And what's the right altitude for each map? Creating and maintaining a customer journey atlas helps CX pros answer these questions and more — it provides a systematic way to uncover, organize, and prioritize journeys. This report explains how to do this in six steps.

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