The healthcare industry is undergoing transformation. What’s driving this? A wide range of factors, from new regulations and government programs, to new treatments and approaches, to perpetually rising costs. To thrive in this environment, , Forrester believes healthcare providers and payers must embrace four critical imperatives that will provide the most transformational impact:
The Age of the Customer. Health insurance has historically focused on plans and subscribers, and healthcare providers on patients in treatment. But both of these industries – like many others, are now seeing the need to be Customer-centric, and to engage their customers in a holistic and personalized way.
Mobile engagement. These customers use mobile as an extension of their daily life. Smart healthcare providers and payers are using this to provide services to keep their customers healthy, not just treat them when they come to a clinic.
Insights through Big Data and analytics. To engage these customers, healthcare firms needs more insights into who they are, how they live, and how best to serve them. Enter the opportunities provided by the confluence of Big Data, Social, Open Data, predictive analytics and smart business processes.
Digital disruption. Healthcare is big business, dominated by big firms. But at the other end of the spectrum are nimble innovators with mobile apps, health monitoring devices and social tools. Are they competitors or potential partners? How should these big firms bring digital disruption techniques into their business?