Daniel Hong

Vice President, Research Director

Forrester Bio

Author Insights


Infrastructure Limitations Make Rural Communities More Vulnerable To The Mental Health Crisis

Daniel Hong February 1, 2022
The widespread adoption of virtual health has made mental health support more accessible for many. Yet for many in rural areas, it remains out of reach.

The Future Of Healthcare

Daniel Hong January 21, 2022
Healthcare is going to see some dramatic change in the decade ahead. Find out which areas are most likely to be impacted and what leaders can do to set their healthcare organizations up for success.

Oracle To Acquire Cerner For $28B (Spoiler Alert: It’s Not Just About EHR)

Daniel Hong January 3, 2022
In the final two weeks of 2021, Oracle announced plans to purchase Cerner for $28.3 billion, the tech giant’s largest acquisition to date. For years, Oracle had pockets of horizontal solutions skinned at the edges for healthcare, but this acquisition signifies the company’s entry into the industry as a major contender — inheriting one of […]

Predictions 2022: As Digitization Accelerates, Lack Of Equity, Labor, And Trust Will Plague Healthcare

Natalie Schibell November 1, 2021


Genesys Starts The Long Journey To Target More Of The Customer Lifecycle With Two Acquisitions

Max Ball October 25, 2021
Genesys is the latest vendor to branch out beyond the traditional contact center and customer service space, moving to add value across much more of the customer journey (like marketing and sales) and, in many ways, pushing into territory more traditionally owned by CRM players. Last week, Genesys announced its acquisitions of Pointillist and Exceed.ai and […]

The Emerging Mental Health Ecosystem Will Help Drive Down Costs And Increase Accessibility

Daniel Hong October 15, 2021
It was World Mental Health Day earlier this month, on October 10 — a day designated by the World Health Organization to raise awareness of mental health issues globally and to mobilize efforts in support of mental health. It’s a solid reminder to embrace the progress we’ve made in mental health support but also recognize […]

The Top Trends In Pharma: AI, Patient-Centricity, And Trust Are Needed To Build Resilience in 2022

Daniel Hong September 3, 2021
Since the onset of the Covid-19 pandemic the pharmaceutical industry has flexed the ability to remain agile and pivot to digital experiences. As 2021 wraps up, the headwinds that catalyzed numerous innovations are likely to persist unabated. However, pharma leaders have an opportunity to leverage these innovations to make long-term improvements in operational efficiency, data-driven […]

Headspace Health Looks To Build Mental Resilience In All Employees By Giving Them More Choice

Daniel Hong August 27, 2021
Ginger announced its intent to merge with Headspace earlier this week. The combined entity, Headspace Health, will create a workforce of 800-plus and a $3 billion valuation. Yeah, it’s big for the mental health space. The vendor will join the upper band of large employee mental health support providers (which includes firms such as Modern Health […]

Zoom Zooms In On Contact Center, Acquires Five9 To Capitalize On Its Momentum In The Enterprise

Art Schoeller July 20, 2021
Zoom went big and didn’t go home. In the largest acquisition deal in the contact center industry, Zoom announced its intent to acquire Five9 (a cloud contact center provider) for $14.7 billion — a solid move by the most recent tech vendor to have become a verb in our vernacular (Google, Uber, Venmo, etc., being […]

Microsoft Doubles Down On Healthcare And Conversational AI With $19.7B Purchase Of Nuance

Daniel Hong April 15, 2021
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 […]

What A Biden-Harris Administration Means For The Healthcare Industry

Daniel Hong January 26, 2021
The new administration will quickly move to create a healthcare system that tackles key health insurance pain points for consumers: plan quality, accessibility, and costs. Learn what health insurers should expect.

It’s Time To Put Security And Privacy Front And Center For Virtual Care

Arielle Trzcinski December 22, 2020
(Written with Benjamin Corey, senior research associate at Forrester) Telehealth (virtual care) usage has skyrocketed during the pandemic. When you roll back the tape a few months, healthcare providers were able to (very quickly) stand up virtual care capabilities without having to go through the intensive HIPAA compliance protocols required in the healthcare industry. Some […]

Salesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration But Won’t Dethrone Microsoft Teams

Kate Leggett December 1, 2020
Find out how Salesforce plans to use the $28B buy to extend the reach of its CRM platform.

Amazon Launches Pharmacy Offering, Furthering Its Strategy To Make Healthcare Shoppable And Convenient For Consumers

Arielle Trzcinski November 19, 2020
The Amazon Effect Comes Full Swing To Prescription Services Amazon Pharmacy, the company’s much-anticipated online prescription fulfillment service (built from its acquisition of PillPack two years prior), launched this week. With this announcement (and its past healthcare investments), Amazon becomes a direct competitor with legacy retail pharmacies CVS Health, Walgreens Boots Alliance, and others. In […]

Walmart Doubles Down On ‘Save Money. Live Better.’ As It Wants To Help You Shop For Your Next Health Insurance Plan

Arielle Trzcinski July 13, 2020
Recently, Walmart quietly launched Walmart Insurance Services LLC. To better understand and triangulate what this move means for the future of healthcare, a team of Forrester analysts weighed in. Read their takes.

Key Takeaways From Forrester’s Customer Service Executive Roundtable On Turning Challenges Into Opportunities

Ian Jacobs June 12, 2020
Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins March 16, 2020
Pandemic Forces Agencies To Rethink Employee Experience A slew of industry event cancellations and delays — such as the live network upfronts, Advertising Week Europe, or the Cannes Lions International Festival of Creativity — is forcing marketers and their agencies to rethink how to best work during a pandemic. With most agency holding companies deferring travel and […]

Hockey Stick Adoption Of Virtual Care Is Nigh As The Government Pushes Toward More COVID-19 Resources For Citizens

Arielle Trzcinski March 16, 2020
Teleheath is on the cusp of mass adoption as the COVID-19 pandemic intensifies. The move will usher in longer-term change for healthcare and the ecosystems surrounding it.

How To Leverage CX As A Strategic Differentiator In Healthcare

Arielle Trzcinski April 25, 2019
Use these sample questions to assess where your healthcare organization stands on the journey toward customer obsession.

The Billion-Dollar Healthcare Problem You Can’t Just Walk Off

Daniel Hong January 25, 2019
(Caleb Ewald contributed to this blog.) Super Bowl LIII is right around the corner, and we’ve begun reading the tea leaves and perusing injury reports to divine the future with precision. Will the Pats win another one? Will the Rams start a dynasty? While tea leaves are . . . well . . . tea […]
More posts