Have you ever thought about going to the doctor and questioned, even momentarily, “Hmm, I wonder if my insurance will cover this?” Or have you…
The US health insurance industry is in the midst of a tectonic shift. Since federal legislation mandated health coverage for all US citizens,…
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…
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…
With Kristopher Arcand If the healthcare industry exhibited symptoms of dysfunction, the US government administered a wave of treatment in the form of…
My latest report, “Case Study: How PURE Insurance Built A Customer-Obsessed Business,” is a case study of a company using its customer-obsessed business model…
The age of the customer coupled with the onset of the Patient Protection and Affordable Care Act (a.k.a. "Obamacare") means that many new customers…
“We’re in charge of developing your new website. You can have it good, fast, or cheap. Pick two.” How many times have you heard (or…
In a new report out today, my colleague Sarah Rotman Epps writes about the emerging but limited market for fitness wearables like the Nike+…
The Supreme Court decision upholding virtually all of the Patient Protection and Affordable Care Act (AKA “Obamacare”) shifted a balance for customer experience professionals in…
