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• Report Now Tech: Virtual Healthcare Platforms, Q1 2021

  Forrester's Overview Of 28 Virtual Healthcare Platform Providers

  January 14, 2021 | Arielle Trzcinski

  Healthcare organizations (HCOs) can use virtual care (VC) to increase the capacity of existing clinical teams, improve clinical outcomes and lower medical spend for patients and members, and defend...

• Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

  Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

  May 5, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

• Report How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

  Creating New Standard Operating Practices For Business As Unusual

  April 21, 2020 | Judy Weader, Rick Parrish

  Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer...

• Report The Forrester Tech Tide™: Digital Patient Engagement, Q1 2020

  Twenty Technologies That Underpin Digital Patient Engagement

  March 11, 2020 | Arielle Trzcinski, Annalise Clayton

  Digital patient engagement is imperative to firms' ability to win, serve, and retain their customers. In efforts to improve this, healthcare organizations are evaluating, implementing, and...

• Report Healthcare 2020: The State Of The Doctor-Patient Relationship In The US

  Key Findings From A Forrester And HIMSS Annual Benchmark Study Of Patient And Provider Experiences

  March 10, 2020 | Jeff Becker, Arielle Trzcinski, Annalise Clayton

  The patient and provider experience is deteriorating against a changing landscape. Increasing competition and high costs of care threaten the success of traditional healthcare providers. To assess...

• Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

  March 6, 2020 | Gina Bhawalkar

  Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

• Report Forrester Infographic: Optimize Your Digital Front Door Strategy To Enhance The Care Journey

  February 26, 2020 | Arielle Trzcinski, Annalise Clayton

  Healthcare organizations (HCOs) invest heavily in the digital front door but fail to engage customers digitally. There's a disconnect between what customers want and need and what HCOs deliver,...

• Report Now Tech: Healthcare CRM, Q1 2020

  Forrester's Overview Of 17 Healthcare CRM Providers

  February 21, 2020 | Arielle Trzcinski, Kate Leggett

  You can use healthcare CRM to attract, acquire, and retain customers; aggregate complex and disparate data sets; and provide insight to drive behavior change. But to realize these benefits, you'll...

• Report How Apple Plans To Democratize Personal Health Data To Disrupt Healthcare

  Tech Titans In Healthcare

  February 20, 2020 | Jeff Becker, Annalise Clayton

  Apple is betting big on healthcare — investing heavily to create a viable healthcare revenue stream. By empowering consumers with democratized health data and increasingly sophisticated clinical...

• Report How Amazon Plans To Reinvent Employee Wellness And Disrupt Healthcare

  Tech Titans In Healthcare

  January 23, 2020 | Jeff Becker, Annalise Clayton

  Amazon is betting big on healthcare — investing heavily to create a viable healthcare revenue stream. The customer-obsessed tech titan is hiring a small army of industry thought leaders, such as...

• Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation

  Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy

  August 15, 2019 | Harley Manning

  Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

• Report The Definitive Guide To Forrester's Journey Mapping Research

  A Guide To Our 25 Leading Journey Mapping Reports

  August 2, 2019 | Angelina Gennis, Joana de Quintanilha, TJ Keitt

  Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...

• Report Case Study: One Medical Bridges The Gap Between Digital And Physical Patient Experiences

  July 16, 2019 | Arielle Trzcinski, Annalise Clayton

  Evolving customer expectations in healthcare are forcing providers to rethink their traditional care models and redesign patient experiences. One Medical differentiates itself by offering care that...

• Report The Forrester New Wave™: Virtual Care Solutions For Digital Health, Q2 2019

  The 13 Providers That Matter Most And How They Stack Up

  June 5, 2019 | Arielle Trzcinski

  In Forrester's evaluation of the emerging market for virtual care solutions for digital health, we identified the 13 most significant providers in the category — 98point6, American Well, Bright.md,...

• Report Create Employee Personas To Power EX Strategy

  May 9, 2019 | Angelina Gennis

  A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals...

• Report The Extended Reality Opportunity Today: Your Employees

  Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

  April 4, 2019 | Jennifer Wise, Samuel Stern

  The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...