healthcare

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

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Upcoming Price Transparency Laws Will Impact Healthcare: Get Ahead With These Three Steps

Jeff Becker July 24, 2019
Price transparency has come to the fore. In January of this year, hospitals started being required to publish what were once closely guarded pricing lists to the public. This has caused confusion for consumers. Fast-forward to later this year, and the White House issued a new executive order on price transparency. Hospitals will soon be […]
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Protect Your Customers’ Lives Via Tech-Driven Innovation

James Staten June 17, 2019
For nearly every industry, a key aspect of this is proactively addressing any health issues or risks your customers face or may encounter in the future.
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7 Ways To Deliver Exceptional Healthcare CX

Healthcare leaders can address barriers to delivering great customer experience with seven priority initiatives.

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The Rise Of Virtual Care: Key Takeaways From Forrester’s New Wave™

Arielle Trzcinski June 17, 2019
Virtual care is about to hit a major tipping point — in 2020, investments in virtual care are expected to outpace those in traditional care delivery. While the virtual care market continues to mature, healthcare organizations (HCOs) must develop an enterprisewide strategy to support comprehensive virtual care deployment. We identified three key observations that should […]
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Healthcare Organizations Are Future-Proofing Strategy And Operations With Cloud

Jeff Becker June 13, 2019
HCOs are turning to cloud vendors to address a wide range of business problems. Read the top three issues HCOs are tackling with the cloud.
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Building Connected Experiences Starts With IoT’s Three Core Business Scenarios

Frank Gillett June 10, 2019
Read how IoT technology will affect HCOs, from the opportunities to the risks.
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Stop Chasing After All Things Smart Home — Build Connected Health Experiences

Arielle Trzcinski June 3, 2019
IoT can be transformative for healthcare. But don't get distracted by tech for tech's sake. Read how to keep our IoT investments focused.
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Future Healthcare Success Is Rooted In Exceptional CX

Faith Adams May 23, 2019
Healthcare organizations have much to gain from superior CX, including reduced costs and happier members. Read a seven-point plan for a successful HCO CX program.
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Use-Case Selection Will Make Or Break Your AI Strategy In Healthcare

Arielle Trzcinski May 6, 2019
“AI” is shorthand for an ecosystem of technologies. We’ve created a chart that explains components of AI and how they may apply to healthcare uses cases.
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How To Leverage CX As A Strategic Differentiator In Healthcare

Arielle Trzcinski April 25, 2019
Use these sample questions to assess where your healthcare organization stands on the journey toward customer obsession.
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New Tech Spotlight: A Growing Crop Of RegTech Startups Vie For Unicorn Status

Carlton Doty April 25, 2019
[This post was coauthored by my colleague, Christian Austin.] Of the 16 technology markets Forrester monitors for VC funding trends, the $2.1B raised by regulatory technology (RegTech) ranked 14th in 2018. As such, you’d be forgiven for overlooking a category that doesn’t evoke many buzzwords, hasn’t raised the splashy capital of several other markets, and […]
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The Future Of Health: How Our 2019 Predictions Fared In Q1

Arielle Trzcinski April 23, 2019
How did our 2019 healthcare predictions stack up? Read to find out what’s happened, and what’s still to come.
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Alexa Just Became HIPAA-Compliant — Prepare For Impactful And Personalized Voice-Driven Healthcare Experiences

Jeff Becker April 8, 2019
Now HIPAA compliant, Alexa can help HCOs serve consumers. Already, Providence St. Joseph Health patients can use it to schedule appointments.
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Build A Healthcare IoT Network Your Nana Will Love

Jeff Becker March 26, 2019
A chronically ill senior steps off her scale and heads to the kitchen to make coffee. Moments later, a message appears on her phone; she looks: “Good morning, Mrs. Rodriguez. Your weight is a bit higher than normal this morning. Have you taken your Lasix yet today?” She clicks “yes” and returns her attention to […]
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Interoperability And The Empowered Consumer Set The Stage At HIMSS19

Arielle Trzcinski March 12, 2019
The largest healthcare event, the Healthcare Information and Management Systems Society’s (HIMSS) conference, highlights the key themes that will be most influential for the industry in the coming year. Big names in healthcare, tech giants, and startups alike present their newest innovations and fight for attention on and off the exhibit floor. This year there was a strong focus on how innovative technologies can empower patients and create […]
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Healthcare Providers: Don’t Become The Next Blockbuster Video Story

Arielle Trzcinski March 8, 2019
Providers are under threat from new entrants and disruptors, from being pushed to take on more financial risk to facing potential closure due to poor financial performance or the inability to meet evolved customer needs. As healthcare providers face these threats, we’ve identified nine trends that CIOs need to be aware of and respond to […]
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Health Insurers: Innovation Under Pressure

What It Means February 28, 2019
Health insurers face threats and limitations. But that doesn’t have to be a bad thing. As Senior Analysts Arielle Trzcinski and Jeff Becker explain, health insurers have an opportunity to redefine the member experience to boost satisfaction and engagement.
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How To Build A VoC Program In Healthcare

Arielle Trzcinski February 19, 2019
There is a customer experience (CX) imperative taking over in healthcare. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts. Watch the video below to understand the role voice of the customer (VoC) programs play to effectively drive CX improvements. […]
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Learn The Key Players Making Virtual Visits A Reality In Healthcare

Arielle Trzcinski February 5, 2019
Virtual Care Alleviates Key Pain Points In The Care Journey Don’t you miss summer? That time of year when there isn’t a flu epidemic or polar vortex sweeping across the country. Unfortunately, we are in the “darkest hour” of seasonality, when you and your family feel the need to wear a HAZMAT suit to avoid […]
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The Billion-Dollar Healthcare Problem You Can’t Just Walk Off

Daniel Hong January 25, 2019
(Caleb Ewald contributed to this blog.) Super Bowl LIII is right around the corner, and we’ve begun reading the tea leaves and perusing injury reports to divine the future with precision. Will the Pats win another one? Will the Rams start a dynasty? While tea leaves are . . . well . . . tea […]
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The Affordable Care Act Is Unconstitutional? What Now?

Jeff Becker December 20, 2018
In an opinion published late last Friday, Northern Texas District Court Judge Reed O’Connor declared the Affordable Care Act (ACA) — in its entirety — unconstitutional and invalid. The media frenzy that followed was frantic. The response on the stock market was also swift: Healthcare stocks were pummeled in after-hours trading Friday, and the beating continued throughout […]
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