healthcare

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How To Build A VoC Program In Healthcare

Arielle Trzcinski 2 days ago
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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HCOs Need To Double Down On Virtual Care And Interoperability In The Post-CVS–Aetna Era

Annalise Clayton November 30, 2018
Shifts in consumer lifestyle and expectations have given innovators the opportunity to enter the healthcare space and capture market share with their modern, enhanced patient experiences. Instead of standing on the sidelines, CVS and Aetna have banded together to compete with healthcare disruptors. Today, CVS and Aetna finally closed their long-expected merger ringing in at […]
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VIDEO

Healthcare In 2019: Five Bold Predictions

Arielle Trzcinski November 28, 2018
The healthcare industry is experiencing some much-needed transformation and disruption. Looking ahead to next year, we made five bold predictions. Watch the video below to learn what is in store for the future of healthcare. Check out the full report here, and join our webinar on December 3 for a more in-depth understanding of our predictions. Click here to […]
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Advanced Analytics Is Required To Win, Serve, And Retain Healthcare Customers

Arielle Trzcinski November 27, 2018
There is an imminent market need to understand which analytics vendors truly help healthcare organizations (HCOs) make sense of their growing data assets and turn them into customer-level insights. HCOs need to better understand their customers, whether patient or member, so they can ensure they take the next best action that will lead to the […]
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Predictions 2019: In Healthcare, CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

Arielle Trzcinski November 7, 2018
The US population is growing and aging. The volume of patients and the prevalence of chronic conditions are rising. Payers and providers alike are feeling the strain of healthcare’s antiquated system and the damaging effects it has on quality of care and revenue. As a result, the US healthcare market is going through a much-needed […]
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The Time For Strategic EHR Optimization Has Arrived

Jeff Becker October 16, 2018
2018 has been a year of mass deregulation in healthcare. The Patients Over Paperwork program launched with the goal of stripping burdensome regulations from healthcare. Lawmakers started by scaling back EHR and quality reporting requirements. These changes will go into effect beginning in January 2019. Healthcare leaders should take this reprieve as an opportunity to […]
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Invest In Virtual Care Now To Ensure Relevance In Tomorrow’s Healthcare Ecosystem

Arielle Trzcinski October 5, 2018
Virtual care is about to radically change the way that healthcare organizations deliver care. The silver tsunami looms, and within the next decade, the number of adults age 65 and older will increase by 41%.* Chronic disease prevalence is set to rise 57% by 2020.** Patients need to be supported beyond traditional care settings to guide their […]
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New Tech Spotlight: Health Tech Puts Wellness In The Hands Of The Customer

Carlton Doty October 2, 2018
Picture the following: You wake up from a fitful night of sleep feeling under the weather. From your sickbed, a voice assistant gathers your symptoms, accesses your patient history, and orders a prescription for you. But you want to talk to a human as well, so you initiate a video chat with your physician using […]
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Health Insurers Must Improve Member Experience Now Or Be Replaced

Arielle Trzcinski August 21, 2018
Improve Your Member Experience Now Or Be Replaced Oscar Health is leading with a customer-centric business model and using technology to transform the future of health insurance. Alphabet’s continued investment in Oscar Health follows recent profit announcements from Oscar, firing a second warning shot to insurers. As Oscar shifts its focus to new populations, including Medicare […]
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Best Buy's GreatCall Expands Its Adjacent Industry Disruption

James Staten August 20, 2018
Best Buy has made yet another startup acquisition that enriches its customer value with innovative digital products: GreatCall, a San Diego-based startup offering health and medical alert devices and services. Most retailers’ “innovations” have been incremental digital tech investments that extend their retail value proposition and customer value. It’s great to see Best Buy investing […]
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Amazon Amplifies Healthcare Disruption With Acquisition Of PillPack

Arielle Trzcinski June 28, 2018
Amazon Will Deliver Healthcare To Your Doorstep Today’s acquisition of PillPack further solidifies Amazon’s entrance to healthcare and amplifies its focus on rising healthcare costs and the need to deliver a better healthcare experience for consumers. Amazon already has many ways of interacting with consumers and a high level of stickiness among its customers. PillPack […]
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Alexa, How Do I Fix Healthcare?

Arielle Trzcinski June 25, 2018
Disruption Is Bringing Much-Needed Innovation To Healthcare Disruption is not new to healthcare, but the entrance of established brands from other industries signals a level of disruption that hasn’t been seen before. Healthcare organizations (HCOs) take note: Innovate now, or become irrelevant tomorrow. We are in an environment where consumers have more choice. Customer experience […]
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Apple Continues To Empower The Patient To Be An Informed Consumer

Arielle Trzcinski June 7, 2018
Apple Takes Record Sharing To The Next Level Consumers demand access to their medical information, and Apple has answered the call. In January, Apple released an update to the Health app, enabling customers of 12 hospitals and clinics to see their medical records right on their iPhone. Months later, Apple now allows patients from over […]
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Transforming Healthcare Through Technology

Arielle Trzcinski May 5, 2018
I have dedicated my career to healthcare technology. Why? Because I am passionate about putting the patient at the center of their care and believe technology is a catalytic agent that will help organizations achieve that goal. Forrester helps clients create customer-obsessed operating models. In healthcare, you need to be obsessed with your patients. If not, […]
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The Healthcare Industry Is Not Immune From The Amazon Effect

Kate McCarthy January 30, 2018
Perhaps no company has been so consistently disruptive as Amazon. Their ability to step in to new markets and upend the status quo by delivering consistent customer experiences with digital innovation that provide scale and price competition is unrivaled. They have set their stakes on healthcare next with an announcement this morning that will bring […]
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As CVS Goes Post-Digital, Walgreens Reverts to Pre-Digital

Jim Nail December 18, 2017
For a case study on how marketing must break from past practices, one needn’t look further than two recent announcements, one from CVS and the other from Walgreens. One company is pushing the boundaries of retail healthcare; the other is looking back a century for its marketing ideas. In this report, my colleague Shar VanBoskirk and […]
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Consumer Good Unclear in CVS/Aetna Merger

Kate McCarthy December 4, 2017
CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensure benefit not just to the corporations, but to the consumers. In healthcare deals, […]
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