healthcare trends

The healthcare industry has lagged in CX and digital transformation. Members and patients are eager for better experiences that mirror the level of service and ease they’re used to from consumer experiences. Use our insights to start closing the gap and boost satisfaction.

Insights

Blog

Prescription For Change: Cybersecurity Outage Highlights Critical Vulnerabilities In Healthcare

Jeff Pollard 1 day ago
On February 21, 2024, Change Healthcare, one of the major pharmacy claims processors in the United States, detected a cybersecurity incident and took its systems offline, causing disruptions to pharmacies and medical providers across the country. UnitedHealth Group, its owner, immediately acknowledged this incident in an 8-K filing to the SEC on Feb. 21. The […]
Blog

Stormy Seas Ahead: Top Trends On The Horizon For Healthcare In 2024

Arielle Trzcinski 3 days ago
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.
Podcast

Is Too Much Tech Overburdening Clinicians?

What It Means February 8, 2024
How is the growing disconnect between tech leaders and clinicians contributing to burnout? Find out as Senior Analyst Shannon Germain Farraher explores the current and future state of technology in clinical settings.  
Blog

Health Plans: Unlock Success In Member Engagement

Shannon Germain Farraher February 6, 2024
Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.
Blog

A New Year’s Resolution For HCOs In 2024: Take Stock Of Your Digital Transformation Efforts

Arielle Trzcinski January 29, 2024
Learn six categories healthcare organizations can use to assess the maturity of their digital transformation efforts and identify areas for improvement in 2024.
Podcast

339: CX Predictions 2024: Healthcare

The CX Cast January 23, 2024
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the CX implications of the biggest predictions in healthcare. Tune in for insight on smart tech in hospitals, nontraditional benefits in plan designs, medical deserts, and other topics. 
Blog

Financial Services, Healthcare, And Public Sector Clients Are Rapidly Adopting Workday Finance, Adaptive, And PRISM

Akshara Naik Lopez January 22, 2024
Planning an HCM or Finance/ERP RFP this year? Get some key takeaways from Forrester's new Workday Services Landscape report.
Blog

Confronting Clinician Burnout With Confidence Takes More Than Tech And System Changes

Shannon Germain Farraher December 5, 2023
As your organization confronts clinician burnout and looks to support your employees’ well-being, consider these top takeaways from ICD Healthcare Network’s Burnout Symposium.
Blog

So What Happens If Cigna Merges With Humana?

Judy Weader November 30, 2023
Cigna has set its sights on Humana and plans to close a cash and stock deal to acquire its fellow insurer before the year’s end, according to The Wall Street Journal. STAT News talked about this possibility several weeks ago, in the context of Cigna potentially selling off its Medicare Advantage (MA) business. Take that […]
Blog

The Business Case For Investing In Women’s Health

Arielle Trzcinski November 16, 2023
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.
Blog

Predictions 2024: Healthcare Organizations Will Get Ahead By Forging New Paths

Shannon Germain Farraher November 8, 2023
Healthcare in 2024 will be a dynamic space, with tech innovations and nontraditional thinking stepping up to address myriad health needs. Learn more.
Blog

Strikes Are Merely One Expression Of Employee Power

J.P. Gownder October 16, 2023
2023 was the biggest year for US strikes in 40 years. Strikes are an expression of Employee Power — one of the four shocks that will reshape the future of work over the next decade.
Blog

The Retail Race In Healthcare Is A Marathon, Not A Sprint

Arielle Trzcinski October 2, 2023
Learn the impact of Costco moving into the retail healthcare space through a new partnership with healthcare marketplace Sesame.
Blog

What We Learned From Our Interviews On Clinician Workforce Technologies

Shannon Germain Farraher September 19, 2023
I am excited to announce new research on clinical workforce technologies. Our interviews with health systems revealed early on the need for a report that highlights the top tech categories and one that looks at tech implementation and clinician adoption. The interviews were so fruitful that we also developed a Clinician Workforce Technology Implementation Checklist. This […]
Blog

It’s Time To Tell The Healthcare CX Story In Terms Of ROI

Judy Weader August 8, 2023
Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost. Over 40% say that their health insurer’s financial forms (such as bills and statements) are hard to […]
Blog

Healthcare Ranks Eighth Out Of 10 Industries In Future Fitness

Shannon Germain Farraher July 13, 2023
Clear differences in business and technology priorities separate modern and future fit HCOs from the rest of the traditional pack.
Blog

Starting The Conversation: Plan Right For Acute Care At-Home Programs

Shannon Germain Farraher June 23, 2023
With acute home care adoption slowly ticking up, challenges are building. Not the least of these: The model hinges on a coordinated delivery of a complex set of services and uncertain reimbursement under a current waiver that’s up for redetermination in 18 months. Here are three key things that you should do now to plan for a successful acute care at-home program.
Blog

US Health Insurers’ CX In 2023: Stable, Trending Toward Stagnant

Judy Weader June 16, 2023
If there’s a hair’s breadth between keeping pace and treading water, the US health insurance industry is balancing right on it. In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]
Blog

Fitness Wearables Alone Will Not Solve The US Healthcare Crisis: Amazon Winds Down Halo

Julie Ask May 2, 2023
Amazon has announced that it will wind down its Halo product line and services, highlighting the challenges of generating profits and success in the fitness tracker market.
Blog

We Want To Speak With You! Join Our Upcoming Research On Remote Patient Monitoring

Julie Ask May 2, 2023
Please join our upcoming research on the role of remote patient monitoring devices in enabling remote care.
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