Healthcare organizations that want to get ahead in 2019 will need to prioritize the use of artificial intelligence, virtualized care, and technologies that offer intuitive user experiences, according to Forrester’s predictions for the upcoming year.
The ability to aggregate, analyze, and utilize big data to identify business opportunities and engage users will become even more valuable as traditional healthcare entities battle for market supremacy against a new wave of technology powerhouses, the survey-based brief says.
“Major disruptors, like Amazon and Walmart, will make good on their promises, delivering the personalized experiences that customers have been yearning for from healthcare organizations (HCOs),” the report projects, leaving providers and payers with a strong imperative to leverage the data they have to offer similar benefits to users.
“HCOs need to develop raving fans to survive, as all sectors face the entrance of new disruptors looking to own more of the customer journey,” Forrester added. “They must build digital experiences, including virtual care, based on an understanding of the customer’s evolving needs. Great customer experiences will be crucial to drive loyalty and revenue.”
Advanced analytics capabilities, including the use of tools driven by artificial intelligence, will be required to fulfill these expectations.
Healthcare organizations will need to let go of outdated measurement processes and approach the development of user-friendly systems in the same manner as other industries, the report stresses.
Star ratings and CAHPS scores may become less important as providers and health IT developers adopt new measurements for engagement and satisfaction.
Via Dominique Godefroy