In June, we shared a high-level view of total experience for US health insurers. Since then, we’ve dug deeper into the data to uncover what separates leaders from laggards across brand experience, customer experience (CX), and trust. The result is three new reports that explore the key forces shaping each area and reveal where insurers […]

Improving customer experience (CX) drives better financial outcomes for healthcare organizations. This report outlines industry-specific revenue, cost, and resilience metrics that healthcare CX leaders can use to secure funding, regardless of whether their organization is a payer, provider, pharma, or part of the larger healthcare ecosystem.

Healthcare and life sciences (HCL) firms are moving fast on AI — much faster than expected. But so are consumers. From domain-specific AI tools to enterprisewide ambient technology integration, accelerating drug discovery, and connecting medical records and health apps for a more personalized experience, the momentum is real. The promise is also real: AI is […]

In 2026, the pace of change for healthcare organizations (HCOs) has not let up, and it’s causing significant volatility in the industry. HCOs’ lack of agility and preparedness is amplifying the impact and uncertainty. HCOs must employ nimble strategies and scenario planning to stay resilient, unified, and successful amid today’s ongoing changes and beyond. Reflecting on past events and lessons learned, this report provides 10 practical steps for HCOs to create a path forward and remain focused on their core mission.

Back in October of last year, we blogged about Qualtrics’ planned acquisition of Press Ganey Forsta and what that would mean for clients of Qualtrics, Press Ganey (PG) Forsta, and InMoment, both inside and outside of the healthcare industry. Now that the deal is done, $6.75 billion later, there’s even more to discuss, so let’s […]

Consumer trust in AI tools to follow legal and regulatory requirements varies by income, according to Forrester’s 2026 data . Only 31% of low-income US online adults trust that a public AI tool would follow all legal and regulatory requirements when offering healthcare guidance, and just 36% trust a private (healthcare provider) AI tool. High-income US online adults show materially higher trust in private AI tools (50%), while 34% trust public AI tools. This trust gap suggests an opportunity for healthcare providers to target higher-income audiences with private AI offerings but raises concerns that uneven adoption could limit access and introduce bias into data used to train and refine healthcare AI models.

In 2026, US healthcare providers will increase their tech investments by 7.6%. As the industry is accelerates toward digitally enabled, patient‑centric, and interoperable care, providers face clinician burnout, regulatory complexity, rising consumer expectations, and fragmented systems. Technology decisions will increasingly determine clinical, operational, and financial outcomes. Join our analysts as they unpack the healthcare technology spending priorities for 2026 and explore what these trends mean for industry leaders. Key takeaways: Explore the market forces and provider priorities driving US healthcare tech spend.Understand how value‑based care, regulatory demands, workforce needs, and patient behavior influence tech investment.Learn how to align tech budgets to improve outcomes, reduce friction, and strengthen operational agility.Target audience level: all levels

Consumers are increasingly open to using AI to support healthcare decisions, but low trust in the technology and a clear preference for human oversight constrain adoption. While many are willing to seek guidance from AI tools, comfort declines as AI moves closer to making clinical judgments and health-related decisions autonomously. This report identifies where consumers are most receptive to AI, where skepticism persists, and how providers can design AI‑enabled experiences that build trust by keeping clinicians visibly in control.

Healthcare providers and insurers are grappling with an increasing number of simultaneous challenges — each demanding urgent attention. Both face pressure to rebuild trust, navigate regulatory uncertainty, contain costs, modernize operations, and demonstrate real ROI from digital and AI investments. Any slipup — such as a data breach, a failed AI rollout, a regulatory misstep, […]

US healthcare provider organizations (HPOs) face a paradox: Consumers have unprecedented access to health data and digital tools, yet navigating, trusting, and affording care are harder than ever. Patients increasingly act as data brokers, but they struggle to access primary care. Traditional provider teams risk falling behind as digital health firms turn AI-driven navigation into a competitive edge. Virtual care is maturing, medical tourism is expanding, and dealmaking is shifting toward disciplined tuck‑ins. This report outlines seven trends shaping the healthcare provider landscape in 2026 and the actions leaders can take to protect trust, improve patient retention, and drive sustainable growth.