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Digital Investments in Healthcare Through COVID-19 and Beyond
Digital Investments in Healthcare Through COVID-19 and Beyond
Competitive Intensity Heightens Prioritization of CX
23-Jul-2021
Global
Description
With 99% of healthcare organizations in some stage of digital transformation, it’s clear that stakeholders understand the value of IT solutions. Digital health solutions offer great promise for new care delivery models, expanded access, better patient outcomes, and improved operational efficiency. Advanced technologies can help them deal with a myriad of problems that are common around the world. These include an aging population, the rising prevalence of chronic diseases, anticipated medical staff shortages, long wait times (for appointments and in crowded offices), quality-of-care concerns, and the need for a common technology platform.
Leveraging cloud-based information technology (IT) has become a priority to capitalize on the vast new resources of clinical, financial, socioeconomic, and other data generated across the health ecosystem and captured by electronic health records (EHR), connected medical devices, smartphones, and wearables. Robust data sets can be used to develop new insights, which help improve the quality and efficiency of healthcare and deliver new, innovative IT solutions that engage consumers.
Composed primarily of revenue associated with billing systems and services, this market is increasingly incorporating advanced and specialty technologies such as analytics, cybersecurity, and telemedicine.
Needless to say, COVID-19 has had a tremendous impact on this industry. It continues to relentlessly test healthcare organizations around the globe, causing swift changes to regulations, methods of care, and technology usage.
The overall research objective of this study is to measure the current use and future decision making behavior toward information technology (IT) within the healthcare sector, specifically: smart phones, tablets, mobile apps, unified communications and collaboration, Internet of Things and machine-to-machine (M2M) communications, social media management and marketing tools, infrastructure and data centers, big data and analytics, digital marketing, customer experience management, cybersecurity, and ERP/supply chain management/HR Management.
Research Highlights
- Understand the IT-related challenges organizations face today
- Monitor the status of digital transformation
- Assess the current and future use of business communications technologies
- Evaluate factors that drive investments in communications technologies
- Gauge IT and communications trends
- Appraise available IT budgets
- Discover opportunities in different regions, verticals, and business size
Privacy and security are the primary concerns of using AI. Fears on losing the human touch with co-workers, patients, and partners are valid. Each organization must find its own optimal balance of the human vs. AI equation and invest in the solutions that help the company achieve its top goals.
Delivering a holistic customer journey is top of mind among healthcare organizations . Delivering solutions that allow for seamless integration of channels and achieve CX goals across departments will be advantageous for vendors.
Telehealth and virtual care are here to stay for the long run. This creates great opportunity for unified communications and collaboration and contact center solution providers because connecting patients with agents, nurses, physicians, technicians, pharmacies, health supplies, and medical device manufacturers, among others, is critical to improving patient care and customer satisfaction.
Ensuring customer trust is a top CX priority when making purchase decisions for healthcare organizations. CX solutions that help these organizations gain customer trust will be the winners.
COVID-19 shut the entire world down in a matter of days. It continues to impact economies around the globe as lives are lost, and staying healthy trumps every other need. The pandemic's most significant insights are that a disaster recovery plan is essential, and being an agile organization enables swift organizational changes to meet customers' urgent needs. Thus, companies that invest in automation and self-service tools that boost, not hurt CX, will thrive.
Author: Alpa Shah
Table of Contents
Digital Trends in Global Healthcare—State of the Industry in 2020
The Quadruple Aim and the Shifting Role of Healthcare Companies to Fit into a New Paradigm
The Impact of the Top Three Strategic Imperatives on Digital Health Industry
Covid-19 Impact on the Healthcare Industry
Impact of the Covid-19 Outbreak on the Global Telehealth Market
Growth Opportunities from Covid-19 Impact
Growth Opportunities in the Hospital Industry
Growth Opportunities in the Digital Health Industry
Growth Opportunities for Telehealth Suppliers to Battle Covid-19
Growth Opportunities in Medical Technologies
Research Objectives and Methodology
Research Objectives
Respondent Profile – Decision-making Authority
Respondent Profile – Decision-making Authority (continued)
Respondent Profile – Familiarity With IT Budget
Respondent Profile – Involvement in IT-related Purchases
Organization Profile – Size of Organization
Organization Revenue in 2019
Percent of Revenue Allocated to IT/Telecom Budgets in 2020
Percent of Revenue Allocated to IT/Telecom Budgets in 2020 (continued)
Estimated Change in Organization Revenue from 2019 to 2020
Estimated Change in Organization Revenue from 2019 to 2020 (continued)
Covid-19 Impact on Revenue in 2020
Covid-19 Impact on Revenue in 2020 (continued)
Estimated Change in IT/Telecom Budgets in 2021
Estimated Change in IT/Telecom Budgets in 2021 (continued)
Key Findings
Key Findings (continued)
Top IT Challenges Faced by Organizations
Organization Profile – Top IT-related Challenges
Key Business Goals
Key Business Goals by Organization Type
Current Stage of Digital Transformation
Current Stage of Digital Transformation by Organization Type
Hurdles To Purchasing Transformative Technologies
Hurdles To Purchasing Transformative Technologies By Organization Type
Top Departments to Procure Digital Transformation Budgets
Top Departments to Procure Digital Transformation Budgets by Organization Type
How Companies Measure Digital Transformation Success
How Companies Measure Digital Transformation Success By Organization Type
Departments Driving the Adoption of Digital Solutions
Impact of Covid-19 on the Organization
Impact of Covid-19 on the Organization by Type
Top IT Challenges to Support Remote Work
Covid-19 Impact on Digital Transformation Strategy and Investments
Covid-19 Impact On Digital Transformation Strategy And Investments By Organization Type
Digital Transformation Objectives Prioritized due to Covid-19
Digital Transformation Objectives Prioritized Due To COVID-19 By Organization Type
Technologies Deployed to Monitor Employee Safety
Technologies Provided to Remote Employees During the Covid-19 Pandemic
Covid-19 Impact on Physical Office Space and Real Estate
Future Investment Priorities
Future Investment Priorities by Organization Type
Currently Used Digital Solutions
Priority for Investments in Solutions
Competitive Advantages of Solutions
Key Reasons for Investing in IOT
Key Concerns Regarding Implementation of IOT
Key Reasons for Investing in AI
Importance of AI Features/Capabilities For Enterprise Communications and Contact Centers
Key Benefits of AI
Risks Related to AI
Key Features When Purchasing Big Data Analytics
Features Lacking in Big Data Analytics
Customer Experience Priorities
Customer Experience Challenges
Transformative Technologies’ Investment Decision Making Factors
Top CX Priorities By Vertical
Top Challenges to Delivering Excellent CX
Communication & Collaboration Tools Used Today
Key Drivers for Investing in Communication and Collaboration
Frontline Workers
Capabilities that Enhance Frontline Workers’ Performance Ranked in Order of Importance
Organizations’ Perception of their Capability to Empower Frontline Workers
Technologies Used by or Planned for Frontline Workers
Tools Most Often Used by Frontline Workers
Factors Preventing Frontline Workers From Meeting Goals
Factors Preventing Organizations From Empowering Frontline Workers
Growth Opportunities from a CX Perspective
Growth Opportunities Fuel the Growth Pipeline Engine™
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
Popular Topics
Research Highlights
- Understand the IT-related challenges organizations face today
- Monitor the status of digital transformation
- Assess the current and future use of business communications technologies
- Evaluate factors that drive investments in communications technologies
- Gauge IT and communications trends
- Appraise available IT budgets
- Discover opportunities in different regions, verticals, and business size
Privacy and security are the primary concerns of using AI. Fears on losing the human touch with co-workers, patients, and partners are valid. Each organization must find its own optimal balance of the human vs. AI equation and invest in the solutions that help the company achieve its top goals.
Delivering a holistic customer journey is top of mind among healthcare organizations . Delivering solutions that allow for seamless integration of channels and achieve CX goals across departments will be advantageous for vendors.
Telehealth and virtual care are here to stay for the long run. This creates great opportunity for unified communications and collaboration and contact center solution providers because connecting patients with agents, nurses, physicians, technicians, pharmacies, health supplies, and medical device manufacturers, among others, is critical to improving patient care and customer satisfaction.
Ensuring customer trust is a top CX priority when making purchase decisions for healthcare organizations. CX solutions that help these organizations gain customer trust will be the winners.
COVID-19 shut the entire world down in a matter of days. It continues to impact economies around the globe as lives are lost, and staying healthy trumps every other need. The pandemic's most significant insights are that a disaster recovery plan is essential, and being an agile organization enables swift organizational changes to meet customers' urgent needs. Thus, companies that invest in automation and self-service tools that boost, not hurt CX, will thrive.
Author: Alpa Shah
| No Index | No |
|---|---|
| Podcast | No |
| Author | Alpa Shah |
| Industries | Information Technology |
| WIP Number | K62F-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9705-C1,9AA5-C1,9AD1-C1,9658,9661,9A3A,9723 |