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 Health Insurance Customer Experience Index, 2017

    How US Health Insurance Brands Earn Loyalty With The Quality Of Their Experience

    September 27, 2017 Faith Adams, Kate McCarthy, Dylan Czarnecki

    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 CIO Professionals

    REPORT: Four Technology Priorities For US Healthcare Providers

    Providers Must Close Gaps In Customer Insight And Engagement

    August 14, 2017 Kate McCarthy

    Regulatory upheaval is ongoing, but it does not change the imperative for providers to deliver on their promise to improve the cost/quality paradigm as they shift to value-based care. As business technologies evolve, healthcare provider CIOs must work with their payer partners to close critical insights gaps that their electronic health records (EHRs) leave exposed and deliver better, lower-cost, insights-driven care. Forrester reviews and revises this report periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    August 1, 2017 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 314 brands across 21 industries in 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 Customer Experience Professionals

    REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue

    Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue

    July 31, 2017 Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm

    How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.

  • For CIO Professionals

    REPORT: The Forrester Wave™: Enterprise Health Clouds, Q3 2017

    Developer-Friendly Platforms Lead The Way With Insights-Driven Offerings

    July 26, 2017 Kate McCarthy, Michael Facemire, Alex Kramer

    In our 37-criteria evaluation of enterprise health cloud providers, we identified the 10 most significant ones — ClearDATA, CloudMine, IBM, Kinvey, Medable, Microsoft, MphRx, NTT DATA, Salesforce, and SAS — and researched, analyzed, and scored them. This report shows how each provider measures up and helps healthcare CIOs make the right choice.

View all research

Analysts Who Cover Healthcare

View all related analysts