As healthcare continues its transition to value-based, patient and member-centric care models, CIOs are increasingly under pressure to deliver seamless, proactive, and personalized experiences across the care continuum. Traditional Customer Relationship Management (CRM) platforms digitize communications but fall short in orchestrating real-time, intelligent engagement. The result is often fragmented experiences, high patient churn, inefficient workflows, and unmet member expectations. To address these limitations, healthcare enterprises are turning to Systems of Execution (SoE) – intelligent platform layers that go beyond passive data repositories to drive real-time decisioning and workflow automation across clinical and administrative functions. SoE represent the next evolution of CRM, which makes it capable of orchestrating adaptive, AI-driven engagement journeys that respond dynamically to clinical risk signals, social determinants of health, and benefit changes. In this Viewpoint, we explore SoE’s transformative potential across healthcare CRM by highlighting real-world use cases that improve care coordination, automate workflows, and elevate patient and member engagement.. Scope Industry: healthcare Geography: global Contents In this report, we explore: SoE’s role in transforming patient and member engagement across healthcare organizations A detailed roadmap for healthcare CIOs to implement SoE effectively, including foundational enablers such as unified data fabrics, AI-powered decision engines, and adaptive workflows A three-stage SoE maturity model with illustrative use cases and implementation best practices for each stage Strategic guidance to align CRM modernization with value-based care goals to improve engagement, care coordination, and operational efficiency

In the past few years, enterprise adoption of technology and digitization has significantly increased, changing the landscape for healthcare providers and patients. To improve provider reimbursements, patient engagement, and care management and accelerate value-based care programs, healthcare enterprises have made digital adoption their growth strategies’ cornerstone. To address these emerging enterprise demands, providers are expanding their AI offerings, engaging in vertical-specific partnerships and acquisitions, and investing in centers of excellence. In this report, we examine 35 healthcare provider digital service providers featured on Everest Group’s PEAK Matrix® framework based on their capabilities. The report analyzes the provider digital services market size and growth and digital service themes for healthcare providers. It assesses providers on several capability- and market success-related dimensions and offers valuable insights to help enterprises make the right sourcing decisions. Scope Industry: healthcare Service: healthcare provider digital Geography: global Contents In this report, we: Assess healthcare provider digital services market trends Examine each provider’s capability- and market success-related dimensions Compare providers’ key strengths and limitations Membership(s) Healthcare Payer and Provider Information Technology Sourcing and Vendor Management

The healthcare industry is significantly investing in cloud services for health data analytics, value-based care, population health, and interoperability. As healthcare enterprises embark on their next growth phase, they leverage industry cloud to future-proof their technology infrastructure and enhance value delivery. In response, providers are partnering with and investing in centers of excellence and innovation labs to accelerate cloud capabilities. This report provides 34 service providers’ comprehensive, fact-based snapshots, including their revenue scale, client base and company overview, revenue split by geography, segment, value chain, and buyer size, along with Everest Group’s PEAK Matrix®  provider assessment. The report will enable current and potential healthcare industry cloud services buyers to assess the service providers on their strengths and limitations, based on their desired capabilities. Scope Industry: healthcare Offering: healthcare industry cloud Geography: global (with focus on the US) Contents In this report, we examine 34 healthcare industry cloud service providers based on their: Scale of operations: client base overview, revenue, revenue split by segment, value chain, buyer size, and geography Major case studies and consultative frameworks Proprietary solutions and key events Memeberships Healthcare Payer and Provider Information Technology Sourcing and Vendor Management

The healthcare industry is significantly investing in cloud services to implement use cases in health data analytics, value-based care, population health, and interoperability. As enterprises grow, they leverage industry cloud to future-proof technology infrastructure and enhance value delivery. In response, providers are forming industry-specific partnerships and investing in Centers of Excellence (CoE) and innovation labs to boost cloud capabilities. In this report, we assess 34 healthcare industry cloud service providers featured on the Healthcare Industry Cloud Services PEAK Matrix® Assessment 2024. The report analyzes the healthcare industry cloud services market, cloud service themes for healthcare payers and providers, and providers’ capability- and market success-related dimensions. The research will enable enterprises to select the best-fit provider for their sourcing needs. Scope Industry: healthcare All industries and geographies Services: healthcare industry cloud Geography: global Contents In this report, we: Assess healthcare industry cloud services market trends Examine each provider’s capability- and market success-related dimensions Compare providers’ key strengths and limitations Membership(s) Healthcare Payer and Provider Information Technology Sourcing and Vendor Management

Generative AI, a technology that can create new and unique content, imitate human creativity, and address complex healthcare issues, is transforming the healthcare industry. By integrating generative AI into healthcare processes, healthcare organizations can realize significant benefits across various operational areas. They currently face challenges such as clinicians dealing with excessive administrative tasks, diagnostic errors, and patients encountering unsatisfactory experiences. Generative AI offers numerous opportunities to overcome these challenges. While the use of generative AI in healthcare is in its early stages, healthcare organizations are actively developing strategies to incorporate it into their practices. The aim is to enhance care management and automate administrative tasks. However, it is important to address issues related to data privacy, ethics, and system integration to fully realize the potential of generative AI in healthcare. This report highlights the significant potential of generative AI in healthcare, outlining how organizations can harness its power to improve care management and patient outcomes. Additionally, it explores the impact on healthcare entities, identifies key focus areas, and addresses challenges in implementing this transformative technology. Scope Industry: healthcare Geography: global Contents In this report, we examine: Generative AI’s impact on healthcare entities Generative AI’s integration within the payer and provider journey The supplier ecosystem in generative AI Considerations regarding trust and safety An implementation plan for generative AI in healthcare Membership(s) Healthcare Payer and Provider Information Technology Sourcing and Vendor Management

Care management is an all-encompassing healthcare approach that provides timely and suitable care to individuals. In the past, payers did not prioritize care management; however, there has been a notable shift in this trend. Payers now recognize the potential benefits of cost reduction, member-focused approaches, and technological advances. As a result, a new healthcare paradigm has emerged, with payers acknowledging the importance of care management in improving member outcomes and reducing expenses. Consequently, payers are actively developing strategies to implement innovative care delivery models, strengthen care management strategies, and improve coordination among all healthcare stakeholders In this report, we present valuable insights into the importance of prioritizing care management for healthcare payers. We also explore prominent trends observed in payer care management, the technologies employed by payers, key areas of emphasis, and the challenges encountered when implementing care management. Scope Industry: healthcare payers Geography: global Contents In this report, we examine: The drivers and challenges of care management Trends in care management Key focus areas for payers Technologies utilized in care management An implementation plan for care management Membership(s) Healthcare Payer and Provider Information Technology Sourcing and Vendor Management