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
Podcast
The Benefits And Challenges Of Industry Clouds
What are industry clouds? What are their use cases, benefits, and drawbacks? Find out as VP and Principal Analyst Kate Leggett provides a detailed look at the latest trends in industry clouds.
Blog
US Health Insurer CX Quality Plummets To A Five-Year Low
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 […]
Blog
Redefining The Fate Of Virtual Care
Following shocks to virtual healthcare, providers, payers, and partners will have to revitalize this important modality of care. Learn how in this blog post.
Blog
It’s Not A Mirage: We Need A Way Out Of The Medical Desert
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.
Blog
It’s Time To Wake Up To Healthcare’s Concentration Risk
The US healthcare industry is riddled with concentration risk. Now regulators are getting involved making the pain too great to ignore.
Blog
Navigating The Regulatory Maze: Enhancing Customer Experience In Finance And Healthcare
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.
Blog
Announcing Forrester’s 2024 Customer-Obsessed Enterprise Award Winner In APAC
IHH Healthcare Singapore wins Forrester’s 2024 APAC Customer-Obsessed Enterprise Award, which recognizes organizations that are delivering outstanding customer experiences to accelerate business outcomes.
Blog
Introducing The Customer Experience Platforms For Healthcare Landscape, Q2 2024
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.
Blog
Prescription For Change: Cybersecurity Outage Highlights Critical Vulnerabilities In Healthcare
A recent cybersecurity incident at Change Healthcare cause the pharmacy claims processors to take its systems offline. Learn the implication of this event and five things firms can do to prepare.
Blog
Stormy Seas Ahead: Top Trends On The Horizon For Healthcare In 2024
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?
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
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
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
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
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
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?
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
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
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
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.
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