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  • Report How To Build A Healthcare IoT Platform

    Leverage An Adoption Road Map To Build Out A Successful Strategy
    March 22, 2019 | Jeff Becker

    Consumers are increasingly capturing personal health data, and the race is on to engage with them around it — putting it to use to improve their healthcare experience. This report looks at the...

  • Report Build A Road Map For Personal Identity And Data Management

    March 8, 2019 | Fatemeh Khatibloo

    The era of personal identity and data management (PIDM) is here, spurred by increasingly privacy-aware consumers, new privacy regulations, and a crop of Silicon Valley advocates for data ethics. To...

  • Report HIMSS19: Interoperability Will Drive More Personalization In Healthcare

    Highlights From Healthcare's Largest Industry Conference In 2019

    The annual Healthcare Information and Management Systems Society's (HIMSS) conference brings together the biggest names in healthcare to discuss the year's hot topics and showcases the newest...

  • Report The Top Trends For Healthcare Providers In 2019

    2019 marks a year of transition for healthcare delivery as a bevy of market forces will catalyze change. Providers are under threat from new entrants and disruptors, being pushed to take on more...

  • Report The Top Trends For Healthcare Insurers In 2019

    February 27, 2019 | Jeff Becker, Arielle Trzcinski

    In 2019, market consolidation and disruptive new entrants will force health plans to expand their core competencies if they hope to attract new members, reduce medical costs, and drive growth....

  • Report 2019 US Tech Budgets: Industry Outlook

    CIOs Should Make Their 2019 Plans With A Solid Understanding Of What's Going On In Their Industry
    February 6, 2019 | Andrew Bartels

    The US tech budget outlook for 2019 is generally positive, with projected growth of 6.1% only slightly slower than its 2018 growth. But in that broad picture, different industries will face very...

  • Report New Tech: Virtual Care, Q1 2019

    Forrester's Landscape Overview Of 36 Providers
    February 5, 2019 | Arielle Trzcinski

    Virtual care promises to transform the way we receive and deliver healthcare. This report presents an overview of the emerging vendors in the healthcare virtual care market. These vendors deliver...

  • Report The Forrester Wave™: Healthcare Analytics, Q4 2018

    The 11 Providers That Matter Most And How They Stack Up
    November 26, 2018 | Arielle Trzcinski

    In our 33-criterion evaluation of healthcare analytics providers, we identified the 11 most significant ones — Arcadia.io, Cognizant, Health Catalyst, IBM, MedeAnalytics, NTT DATA, Optum, Philips,...

  • Report Three Ways To Evolve CX Prioritization

    Advanced Level: Prioritization Practices For CX Transformation
    November 13, 2018 | Ryan Hart

    Companies with well-established, high-functioning prioritization competencies have a wide-open opportunity for innovation and experimentation. Customer experience (CX) professionals can focus their...

  • Report Predictions 2019: Healthcare

    CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

    2019 will be marked by many changes in the healthcare industry. Threats to US healthcare reform loom in midterm elections, ongoing legislation battles, and Supreme Court appointments. Consolidation...

  • Report Case Studies: How Virtual Care Delivers A Winning Healthcare Experience

    Four Case Studies Show How To Drive ROI With Virtual Care
    October 4, 2018 | Arielle Trzcinski

    Virtual care is about to radically change the way healthcare organizations deliver care. Customers expect to receive an increasing amount of their care remotely, leaving virtual care laggards...

  • Report Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...

  • Report How Customer Experience Drives Business Growth, 2018

    The Revenue And Business Growth Impact Of Investing In CX For 18 Industries

    Many customer experience (CX) pros find it hard to show the business impact of improving CX. That's why Forrester built industry-specific models that demonstrate how CX improvements drive growth...

  • Report Seven Ways To Optimize Healthcare CX

    How Healthcare CX Pros Can Deliver Exceptional Healthcare CX
    August 21, 2018 | Faith Adams

    When it comes to customer experience (CX) performance, healthcare organizations continue to lag. This struggle can be attributed to the industry's complex ecosystem and a lack of actionable...

  • Report The Customer Journey Atlas In Six Steps

    How To Organize And Prioritize Your Journey Mapping Efforts For Success
    August 8, 2018 | Kelly Price

    Journey mapping is one of the most popular and powerful tools for improving customers' experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle...

  • Report Make Startup Acquisitions Part Of Your Digital Business Growth Strategy

    The High-Tech Industry Has Mastered Startup-Driven Product Innovation — You Can, Too
    July 17, 2018 | Ted Schadler, Mike Chirokas

    Investments in emerging technology startups have never been higher, which means the raw materials of technology-based innovation have never been more abundant. CIOs can learn from the high-tech...

  • Report Now Tech: Healthcare Analytics, Q2 2018

    Forrester's Overview Of 24 Healthcare Analytics Providers
    June 29, 2018 | Arielle Trzcinski

    You can use healthcare analytics to gain deeper customer insight, build data-driven strategies, and improve performance in value-based care initiatives. But to access these benefits, you'll first...

  • Report The Canadian Tech Market Outlook For 2018 To 2019

    5% Growth In 2018 Will Slow To Under 4% In 2019

    The Canadian tech market will continue to post solid growth, but several factors may slow growth in 2019. Uncertainty around the future of the North American Free Trade Agreement (NAFTA) combined...

  • Report The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    June 19, 2018 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer...

  • Report The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    June 19, 2018 | Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Report Now Tech: Professional Services For Digital Health Transformation, Q2 2018

    Forrester's Overview Of 24 Professional Services Firms For Digital Health Transformation
    May 3, 2018 | Kate McCarthy, Alex Kramer

    You can use professional services for digital health transformation to improve customer experience, improve care and reduce costs, and drive engagement with digital experiences. But to access these...

  • Report The Amazon Effect Is Primed To Disrupt Healthcare

    Digital Will Disrupt Bricks-And-Mortar Healthcare
    April 11, 2018 | Kate McCarthy, Alex Kramer

    Healthcare has lagged other industries in digital transformation and customer obsession for far too long. But Amazon has declared its intent to enter the space, and healthcare leaders must act....

  • Report HIMSS18: CIOs Must Innovate Or Perish

    Cloud Adoption Is Essential As Healthcare CIOs Brace For Disruption From Big Tech
    April 11, 2018 | Kate McCarthy, Alex Kramer

    Every year, record numbers of healthcare leaders descend upon the Healthcare Information and Management Systems Society's (HIMSS) annual conference to set their business technology agendas for the...

  • Report Accelerate The Advanced Analytics Journey In Healthcare

    Adopt A Four-Step Approach To Improve Healthcare Outcomes And Win Customers
    February 23, 2018 | Kjell Carlsson, Ph.D., Alex Kramer

    Advanced analytics are increasingly critical to healthcare organizations' ability to win, retain, and serve their customers. Predictive and prescriptive analytics can help healthcare organizations...

  • Report CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook
    February 22, 2018 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

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