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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Watch Out Translators, Google Wants Your Job!

Alex Kramer October 5, 2017

Google after second shot disrupting healthcare-and Apple-with Health 2.0 announcement  Google made several announcements Wednesday around new hardware, software, and developer tools. Capitalizing on the demand for digital healthcare solutions, Google rolled out its HealthX API platform through Apigee at Health 2.0 in Santa Clara. The platform provides endpoints for developers to build HIPAA compliant […]

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The US Health Insurance Customer Experience Index, 2017

Kate McCarthy October 4, 2017

Health Insurers’ CX Leaves Room For Improvement, For Customers And Revenue Today, only two things predict whether someone will buy your insurance or your competitor’s: 1) is my doctor covered? and 2) price. (See endnote 1) So why should US health insurers care about how they measure on customer experience? Because customer experience leaders grow […]

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The Advisory Board Acquisition Signals The Rise Of Integrated Networks

Alex Kramer September 5, 2017

UnitedHealth Group’s acquisition of The Advisory Board Company’s healthcare business for $1.6B is the largest deal of its size for insurers, injecting the organization with new data resources, professional services, and research expertise. IBM’s 2016, $2.6B acquisition of Truven was one of the first signals of the epic, increasing value of healthcare data. Healthcare organizations […]

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Answering The Question: What Are The Real And Frightening Risks Within Healthcare Security?

Christopher Sherman December 15, 2015

Connected medical devices are transforming healthcare. Unfortunately, security is too often an afterthought for the clinical engineering and business technology (BT) management teams implementing these revolutionary new technologies. In a recent report, Forrester predicted that 2016 will be the year we see ransomware for a medical device or wearable. This is a delicate thought, considering: […]

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The Data Digest: Health Insurers Must Ensure Satisfaction

Anjali Lai July 30, 2015

The US health insurance industry is in the midst of a tectonic shift. Since federal legislation mandated health coverage for all US citizens, health insurers have been pivoting away from pure B2B models to reinvent themselves as B2C services – and they’ve been responding to the demands of a new target group: consumers who purchase […]

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Data Today Keeps The Doctor Away

Jennifer Belissent, Ph.D. July 2, 2015

In scanning through my O’Reilly Data Newsletter today, I noticed A Healthy Dose of Data, an MIT Sloan case study on the data and analytics culture at Intermountain, a healthcare network that runs 22 hospitals and 185 clinics.  The study is definitely worth the read.  It reviews the history of data use at Intermountain, which […]

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The Data Digest: The Multifaceted Journey To Purchasing Health Insurance

Anjali Lai March 5, 2015

If you’ve been following our blog, you’ll know that the Data Insights team here at Forrester has been tracking the evolution of US healthcare reform over the past three years and its implications in terms of consumer behavior, attitudes, and expectations. Our study began in July 2012, when we advised health insurance companies how to prepare for […]

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Smart, Connected Devices Reshape Customer Experiences in Healthcare and Insurance

J.P. Gownder December 12, 2014

We're living in a time when smart, connected devices — tablets, smartphones, wearable devices, Internet of Things (IoT) devices, and the like — are being woven into the Business Technology (BT) Agenda of most companies. Nowhere is this trend more intimately applied to the customer experience than in healthcare, where devices near our bodies, on […]

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The Future Of Healthcare

Skip Snow November 17, 2014

As the healthcare industry depends increasingly on software to drive the change to value-based care from transaction-based compensation, the future of global healthcare is increasingly bound to the technology that will deliver: Patient engagement to create behavior change for health optimization. Integration solutions that will allow stakeholders to share information about populations and individuals across […]

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The Data Digest: Consumer Perspectives On Healthcare Reform, One Year Later

Anjali Lai October 24, 2014

With Kristopher Arcand If the healthcare industry exhibited symptoms of dysfunction, the US government administered a wave of treatment in the form of the Patient Protection and Affordable Care Act. October 2013 marked the opening of online insurance marketplaces, and set the stage for the act's requirement that most US residents have health insurance coverage. […]

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Technology Imperatives To Manage The Ebola Outbreak

Skip Snow October 16, 2014

The Ebola outbreak serves as a portrait of the fact that the health systems of the globe must be radically interconnected in order to ensure that global outbreaks like this have a chance of being contained. We are not in the 19th century where the massive migrations of populations took place using slow-moving transport and thus […]

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