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

The pandemic initiated a financial downturn for healthcare providers, who were already grappling with administrative inefficiencies, as elective surgeries were halted, and foot traffic decreased. Although patient volumes are gradually returning to pre-pandemic levels, the unprecedented talent shortage exacerbated by the pandemic is posing severe challenges for healthcare providers. As a result, healthcare providers are reconsidering their Revenue Cycle Management (RCM) strategy to future-proof their operations against unexpected disruptions. As part of this strategic overhaul, healthcare providers are becoming more open to outsourcing and even offshoring certain operations to third-party providers. The objective is to alleviate cost pressures and ensure the continuity and consistency of operations. Healthcare providers are also seeking to transform their revenue cycle function by adopting technology to reduce their reliance on talent and streamline operations. Recognizing this opportunity, multiple RCM start-ups with a focus on transforming RCM functions have emerged over the past decade. These start-ups are constantly innovating to provide agile, scalable, and easily integrable out-of-the-box solutions that deliver deep insights and prescriptive suggestions. In this report, we assess start-ups that offer dedicated services, software, and solutions mainly focused on the RCM market, and evaluate their core capabilities and market impact. Scope Industry: healthcare Geography: global Contents In this report, we: Explore the drivers leading to outsourcing in the RCM market Discuss upcoming themes in the RCM industry Provide an outlook on technology enablers in the RCM market Introduce a framework to evaluate high-potential start-ups in the RCM market Highlight the trailblazers in RCM, including their assessment, leaderboard, and profiles Membership (s) Healthcare Payer and Provider Business Process Healthcare Payer and Provider Information Technology Sourcing and Vendor Management

Intelligent Automation (IA) in Healthcare – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 18 providers, including their scale of operations, solutions, and capabilities, along with Everest Group’s PEAK Matrix® service provider assessment. The study will enable current and potential buyers of IA in healthcare operations to assess the providers on their strengths and limitations based on desired capabilities. Scope Industry: healthcare BPS and healthcare ITS Geography: global This assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading healthcare service providers, client reference checks, and an ongoing analysis of the intelligent automation in healthcare market Contents This report features a detailed analysis of 18 healthcare service providers. Each provider profile includes: Service suite and scale of operations: key leaders, FTEs, recent developments, adoption and capability overview, key locations, and third-party technology partners Capabilities: split of healthcare IA FTEs, split of IA client mix, and split of total IA bots deployed across value chain processes Solutions portfolio Top healthcare-specific IA solutions Everest Group assessment: service provider’s position on the Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of service provider capabilities Membership Healthcare Payer and Provider Business Process Healthcare Payer and Provider Information Technology Sourcing and Vendor Management

Challenges facing the healthcare sector have never been greater. Amid COVID-19, there is increased demand for services but not enough resources to pay for them. In this scenario, emerging technologies can help bridge the gap. Intelligent automation, including Robotic Process Automation (RPA), Natural Language Processing (NLP), Artificial Intelligence (AI) / Machine Learning (ML), and cloud platforms, not only help reduce costs and increase efficiencies, but also enhance member/patient satisfaction and engagement. In countries facing a shortage of medical and administrative personnel, automation can provide the much-needed support in catering to healthcare operations. Service providers that are leveraging this opportunity are emerging as leaders in this segment and paving the way for smaller organizations to adopt next-generation technologies to keep up with the dynamic healthcare needs globally. In this research, we present a detailed analysis and assessment of 18 operations service providers featured on the Intelligent Automation in Healthcare – Solutions PEAK Matrix®. We provide the relative positioning, a comparison of the service providers’ capabilities, and our evaluation of the providers’ strengths and limitations. Scope Industry: Healthcare BPS and Healthcare ITS Geography: global This assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading healthcare service providers, client reference checks, and an ongoing analysis of the intelligent automation in healthcare market Contents This report features a detailed analysis of 18 healthcare service providers and includes: A relative positioning of the service providers on Everest Group’s PEAK Matrix® for Intelligent Automation in Healthcare A comparison of the service providers’ capabilities Everest Group’s analysis of the service providers’ strengths and limitations Membership(s) Healthcare Payer and Provider Business Process Healthcare Payer and Provider Information Technology Sourcing and Vendor Management