Arielle Trzcinski

A recent study by the American Medical Association (AMA) noted that just four firms dominate 70% of the pharmacy benefit manager (PBM) industry, a textbook definition of an oligopoly. Learn more about what's driving this trend and what the impact could be.

There’s just no way to sugarcoat this: US health insurer Customer Experience Index (CX Index™) ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline — and it’s easy to see why: Ten brands scored their lowest ratings in […]

Following shocks to virtual healthcare, providers, payers, and partners will have to revitalize this important modality of care. Learn how in this blog post.

All healthcare ecosystem players must act swiftly and boldly to curb the rise of medical deserts before the healthcare system reaches a point where more preventable tragedies sweep the US.

The US healthcare industry is riddled with concentration risk. Now regulators are getting involved making the pain too great to ignore.

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. Learn how how HCOs can weather the storm and overcome these challenges.

Learn six categories healthcare organizations can use to assess the maturity of their digital transformation efforts and identify areas for improvement in 2024.

Employers and health insurers can invest now in digital health offerings and tailored benefits that better serve this population. Keep these valuable women in the workforce. You’re not only doing what’s good for business — you just might save the life of someone you care for or who cares for you.

Learn the impact of Costco moving into the retail healthcare space through a new partnership with healthcare marketplace Sesame.

The headwinds that rocked health insurers throughout 2021 persist unabated as 2022 nears. As the calendar year approaches its terminus, insurers must remain nimble, deliver on their brand promise, and address immediate competitive threats as legislative requirements loom. In 2021, a plurality of trends emerged for healthcare insurers: Insurers are homing in on measuring and […]

Over the past year, the healthcare industry flexed its strength and accelerated digital transformation timelines at an unimaginable rate. At this midpoint of 2021, healthcare providers (HCPs) must continue to focus on optimizing their newly adopted and expanded care modalities. They must maintain their focus on agility while supporting their employees, protecting vulnerable patient populations, […]

Learn how creating connected, empowered, consumers in healthcare will address three major industry pain points: containing chronic care costs, keeping individuals healthy, and decreasing healthcare inequalities.

Google's AI dermatologist tool will help address key access barriers and empower consumers to take more control of their care.

Amid the pandemic, the need for mental health support rose to unprecedented levels. Learn how employers can drive systemic improvements for employees.

Earlier this week, Microsoft announced its intent to acquire Nuance for $19.7 billion in its second-largest acquisition after LinkedIn. For the past 15 years, Nuance has been the largest independent speech recognition vendor servicing healthcare and enterprise customer service markets. With this acquisition, Microsoft gets serious healthcare chops, an arsenal of conversational AI assets (including […]

Virtual healthcare has become a core component of consumer-clinician engagement. According to the Forrester Analytics Consumer Technographics® US Omnibus Q4 Survey, 2020, 41% of US online adults had a virtual visit for primary care — and the rate of adoption continues to grow. Forrester estimates that the virtual care market will reach $43 billion in […]

Amazon announced the expansion of Amazon Care — its virtual care pilot program — to all of its US employees starting this summer. While this is a major milestone in the making, the announcement also highlights what Forrester sees as even bigger industry news: Amazon’s intent to offer the virtual care program as a service […]