Arielle Trzcinski is a principal analyst supporting the healthcare vertical at Forrester. Her research focuses on how healthcare organizations can leverage technology to advance their digital strategy and become more customer obsessed to improve consumer engagement. Her areas of focus include the future of healthcare, digital health, patient and member experience, and value-based care.
US consumers reacted unevenly to 2025 health policy changes; overall perceptions of care access remained relatively stable but varied by demographic.
To navigate market volatility, consumer business leaders must optimize their focus and spend, master change management, and ratchet up risk management discipline.
In our evaluation of customer experience platforms for healthcare, we researched, analyzed, and scored the most significant ones.
This report explores consumer comfort with generative AI in health insurance, from guidance to autonomous decisions.
Health insurers must tackle their brand problem by repairing trust, fixing broken processes, and delivering on their promises.
Health insurers should use this report to learn how to optimize digital experiences and outreach to boost CX, cut costs, and build trust.
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