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.
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New Research: The Intelligent Healthcare Organization Is Bound To Exist
During the next five to 10 years, healthcare will undergo another evolution. Analytics and artificial intelligence will permeate an organization well beyond singular use cases. They will be embedded and scaled into clinical workflows and operations, reshaping care delivery and business outcomes.
Blog
CX Platforms For Healthcare Transform Engagement From Transactional To Trustworthy: Key Takeaways From The Forrester Wave™
Healthcare providers and health insurers are exhausted from point-solution fatigue. Narrow focus on the “digital front door” in healthcare has yielded some success on customer acquisition but left much to be desired on the trust frontier. To earn trust, healthcare organizations (HCOs) must create value with customers. To create value, HCOs need to curate personalized […]
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The PBM Paradox: Catalysts Of Concentration Risk In The Healthcare Ecosystem
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.
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Generative AI Impact On Clinicians: Bringing The Fever Down
Forrester research reveals that 46% of US healthcare organizations are in initial production implementation of generative AI (with departmental-scale use cases), scaling up to enterprise-level deployment. But it will take time, trial and error, training, and talent to make meaningful strides that positively impact the clinical workforce.
Podcast
What Will It Take To Eliminate Medical Deserts?
Medical deserts — geographic areas that lack essential healthcare services — encompass over 80% of counties in the US. How did we get here, and what will it take to reverse the trend? Principal Analysts Arielle Trzcinski and Judy Weader discuss on What It Means.
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.
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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 […]
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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