Vision Report

The Future Of Healthcare: Success In 2030 Hinges On Customer Obsession And Agility

Lead With A Focus On Customer Trust And Value Creation

February 1st, 2024
With contributors:
David Hoffman , Shannon Germain , Tiffany Do , Frank Harris


In the next decade, US healthcare will evolve to be preemptive — fueled by zettabytes of data, analytics, genAI-enabled experiences, and purpose-built technology that is interoperable with the complex back ends of HCOs. However, this bright future hinges on how healthcare leaders address the forces pushing the industry to its limits. In 2021, we conducted more than 50 interviews with health systems, insurers, integrated delivery networks, tech vendors, retail pharmacies, the NIH, and other experts to understand the future of healthcare. This updated report prepares healthcare leaders for the decisions that will redefine their roles and enable them to achieve the Quintuple Aim.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.