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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AI Won’t Fix Healthcare Until Leaders Redesign The Work
Healthcare has a history of using technology to do a heroic amount of work. Electronic health records (EHRs) were supposed to centralize patient data; patient portals were supposed to simplify access; automation was supposed to make operations hum: Much of that didn’t happen — at least, not as neatly as demos promised. And now AI […]
Blog
Qualtrics Goes All In On Healthcare Experience Management
It’s been a busy few weeks for Qualtrics. Two weeks after announcing its XM Data & AI platform — coming in 2027 — it held an (understandably) long-delayed coming-out party for its plans to dominate the healthcare industry. Although Qualtrics announced its intention to acquire PG Forsta last year, the deal didn’t close until May […]
Blog
Your Digital Workplace Is Only As Modern As Your Worst App
Most enterprises have at least one application that refuses to retire. It solves an indispensable business problem, depends on obscure integrations, and runs on code that few people fully understand. Its interface may be decades old, but the business still cannot function without it. These applications persist for legitimate reasons. Replacing them can be costly, […]
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It’s Time To Dive Deep Into US Health Insurers’ Brand, CX, And Trust Data
In June, we shared a high-level view of total experience for US health insurers. Since then, we’ve dug deeper into the data to uncover what separates leaders from laggards across brand experience, customer experience (CX), and trust. The result is three new reports that explore the key forces shaping each area and reveal where insurers […]
Blog
US Health Insurers Show Experience Improvements
Forrester’s 2026 health insurer experience rankings signal the end of a prolonged decline — but it’s too soon to declare victory just yet. Read the takeaways from this year’s report.
Blog
Healthcare And Life Sciences: Turning AI Momentum Into Lasting Value
Healthcare and life sciences (HCL) firms are moving fast on AI — much faster than expected. But so are consumers. From domain-specific AI tools to enterprisewide ambient technology integration, accelerating drug discovery, and connecting medical records and health apps for a more personalized experience, the momentum is real. The promise is also real: AI is […]
Blog
Top Trends For Health Insurers And Healthcare Providers: Too Many Spinning Plates, No Room For Failure
Healthcare providers and insurers are grappling with an increasing number of simultaneous challenges — each demanding urgent attention. Both face pressure to rebuild trust, navigate regulatory uncertainty, contain costs, modernize operations, and demonstrate real ROI from digital and AI investments. Any slipup — such as a data breach, a failed AI rollout, a regulatory misstep, […]
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Beware The Magical Two-Person, $1 Billion AI-Driven Startup
Recent news stories are a reminder to evaluate AI "miracles" with a dose of healthy skepticism.
Blog
HIMSS26: A Shift From AI Optimism To Operational Reckoning
Healthcare is moving beyond fascination with AI and into a far more consequential phase. AI was everywhere at HIMSS26, but the conversation shifted decisively from promise to preparedness. Speakers, vendors, and attendees spent less time debating what is possible and more time confronting what is scalable, governable, and culturally sustainable. The most important signals were […]
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US Tech Forecast For Healthcare: Demand For Personalized, Connected Care Accelerates Spending
With rising levels of investment comes a clear mandate for healthcare leaders: Ensure that every dollar improves outcomes, resilience, or the patient (and employee) experience.
Blog
From Care Continuity To Care Convenience: The Shift In Trends
For decades, the healthcare industry assumed loyalty was a given. Patients would stay with the same doctor, visit the same clinic, and tolerate confusing phone trees, long wait times, limited hours, and siloed experiences. But the ground has shifted. Consumers today live in a world where personalization and convenience are becoming the norm, not the exception. […]
Blog
Trust Is The Brand Principle That Health Insurers Can’t Afford To Ignore
Health insurers are out of excuses. Congress has joined the growing chorus calling out the widening gap between what insurers promise and what members actually experience. Denials, delays, data breaches, and dodged questions have eroded confidence in insurers’ ability to deliver on the core promise of mitigating the financial risks of healthcare. This isn’t a messaging […]
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New Research: Untangle Healthcare’s Revenue Cycle Mess
Forrester is preparing to release new research on revenue cycle management (RCM). RCM is no longer just about billing and payments. It’s a critical component of financial health and customer experience, yet the administrative burden, friction between payers and providers, high labor costs, complex user interfaces, and rising denial rates have made RCM a pain […]
Podcast
AI’s Impact On The B2B Buying Cycle, Healthcare, And US Jobs
Find out how AI is being used by B2B buyers and healthcare consumers, and get the latest forecast on the impact of AI on US jobs.
Blog
The Healthcare Plan That Still Needs A Plan
Yesterday, the White House unveiled the Great Healthcare Plan, a framework for the administration’s ambitions to reshape aspects of the US healthcare system. This follows a series of failed attempts to revive Affordable Care Act (ACA) premium subsidies, a key pillar of the current conversation around healthcare affordability. The expiration of ACA subsidies, combined with […]
Blog
OpenAI And b.well Promise Greater Patient Empowerment
(With Some Caveats)
OpenAI’s recent partnership with b.well marks a pivotal moment in healthcare technology. With ChatGPT Health, OpenAI is integrating consumer medical records through b.well’s data connectivity infrastructure, aiming to deliver personalized interactions.
Blog
The Future Of Health Insurance: Reinvention Is Mission-Critical
The US spends more on healthcare than any peer nation, yet Americans have shorter lives, uneven access to care, and a system most find confusing and unaffordable. The US health insurance model is broken and it's time to fix it. Learn about the future of health insurance in this preview of a new report.
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Healthcare 2025: A Year Of Progress, A Future Of Possibilities
We’ve had a memorable year for healthcare and Forrester’s healthcare industry research. We’ve published over two dozen reports on topics ranging from the total experience for health insurers to the intelligent healthcare organization. We’ve hosted immersive events and worked alongside clients to deliver insights that drove real impact for their businesses. To help Forrester clients […]
Blog
Predictions 2026: The Year AI Tests The Heart Of Healthcare
In 2025, the healthcare industry experienced significant shake-ups, including the fracturing of vaccine policy and rapid innovations in digital health, all against a backdrop of eroding trust and customer experience. In 2026, we see persistent headwinds in the form of volatile policy changes, deteriorating access to care, and unchecked AI risks. Find out more in our 2026 healthcare predictions.
Blog
Health Insurers: Messaging Around Profit Status Isn’t Money Well Spent
Health insurers are increasingly leaning into their not-for-profit status as a brand differentiator — hoping it signals trust, community focus, and mission-driven care. But does it resonate with consumers in ways that lead to better business outcomes? Find out in this analysis.
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