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.
Insights
Blog
Health Insurers: It’s Time For Better
In 2024, trust in health insurers hit a three-year low, with just 56% of consumers saying that they trust their health insurer to do what's in their best interest. Regain consumer trust by taking these actions.
Blog
Get Ready For A Wild Ride: What Proposed Appointments Mean For US Healthcare
The ride for healthcare leaders is about to get wild. Before the election, healthcare stood at a critical precipice. Now the industry is bracing for a reckoning under the second Trump administration.
Navigate 2025 With Our Predictions Insights
Our predictions may not be a crystal ball, but they offer a clear view of what’s ahead. Visit our 2025 Predictions hub featuring guides, blogs, and webinars to give B2B, B2C, and technology leaders a competitive edge in 2025.
Blog
Empathy And Removing The Sludge Will Create A Healthier Workplace For Clinicians
At the ICD Media Group’s Healthcare Burnout Symposium, healthcare thought leaders dove into the origins of and continuing reasons for clinician burnout. Read this blog to learn three key issues to consider in confronting clinician burnout at your organization.
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Fueling The Consumer’s Healthcare Journey — Focusing On Ease And Individualized Care Will Accelerate Trust
Opaque experiences and complex jargon have eroded consumer confidence and incentivized some to leave brands behind. Consumers will choose healthcare organizations that emphasize their needs and that increasingly gather and rely on their feedback to deliver value.
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How Health Insurers Can Regain The Medicare Advantage
Higher medical utilization by members, the growing difficulty of achieving CMS Star Ratings, and reimbursement pressures are pushing many health insurers to the brink. Learn how insurers can regain the Medicare advantage in this preview of a new report.
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HLTH 2024: Bold Commitments And Key Takeaways
This year’s HLTH conference embraced the theme of “Be Bold.” Speakers committed strongly to tackling some of the toughest challenges in healthcare, such as lack of access, clinician shortages, and frustrating prior authorization (PA) processes.
Blog
Predictions 2025: Healthcare Tackles Tough Terrain To Reach New Horizons
Healthcare organizations will have a challenging yet opportunity-abundant year in 2025 as they prioritize cybersecurity enhancements and generative AI investments. Find out more in our 2025 healthcare predictions.
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GenAI: The Time Is Now For Health Insurers To Embrace Innovation And Change Management
Forrester’s new report, Generative AI: What It Means For Health Insurers, dives into genAI’s impact on health insurers and examines avenues for early adoption and ways to circumvent potential risks.
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CVS Eyes A Splitting Heart Decision: Separating Its Core Business To Shock Future Growth
A potential split at CVS marks a significant shift in the retail company’s strategy from one-stop-shop for all things healthcare.
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Get Visibility Into Healthcare’s Biggest Blind Spot: Concentration Risk
It’s been a banner year for healthcare, and not in a good way. As a healthcare provider, if your patients had trouble filling a prescription, if you struggled to submit claims to generate much-needed revenue, or if you had to ask a patient to reschedule a non-essential medical procedure, your organization has been a victim of healthcare concentration risk.
Blog
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.
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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.
Blog
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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