TL/DR –
U.S. healthcare organizations are increasingly adopting digital technologies like AI as data becomes a key strategic asset, according to a report by Information Services Group (ISG). The report highlights that these technologies are being utilized for overall transformations to improve efficiency, outcomes, and patient service. The study also evaluates 54 providers across five quadrants, naming Accenture, Deloitte, HCLTech, and Wipro as leaders in all areas.
Data and AI Take a Leading Role in U.S. Healthcare Modernization
Healthcare organizations across the U.S. are turning to cutting-edge digital technologies as they recognize data as a strategic asset. This revelation emerges from a new research report by global technology research and advisory firm ISG (Nasdaq: III).
The report, titled 2024 ISG Provider Lens™ Healthcare Digital Services, signifies that the industry is utilizing AI and other digital tools to increase efficiency, improve outcomes, and provide better patient service. Advanced data capabilities are particularly important for new approaches like value-based care (VBC), which emphasizes patient outcomes over traditional fee-for-service models.
Healthcare providers and payers in the U.S. are leveraging smarter use of data to enhance patient-centered care and service models, according to James Burke, a partner at ISG.
Public and private payer organizations alike are implementing solutions based on generative AI (GenAI), machine learning (ML), and data analytics to extract insights from vast datasets. These insights aid in creating more efficient claims processing and personalized customer interactions. Electronic health record (EHR) providers are also transforming their systems, migrating to cloud platforms for scalability and flexibility, and introducing interoperability for data-sharing among healthcare providers.
Payer organizations are focusing on patient/member experience improvement, using GenAI, ML, and telehealth to enhance service efficiency and delivery. Digital portals that are user-friendly and AI-powered chatbots make services and information more accessible, contributing to omnichannel strategies that allow members to interact with care providers on their chosen device.
Healthcare financials are also getting an upgrade with new technologies. Enterprises are implementing modular and AI-informed revenue cycle management (RCM) systems, says the report. AI-based predictive analytics assist healthcare providers in identifying potential denials of coverage before they occur and proactively resolving the issues.
Cloud-based ERPs and EHRs have notably transformed U.S. healthcare providers’ operations, increasing scalability and eliminating infrastructure costs. These platforms also enable providers to swiftly implement digital capabilities like scheduling, billing, and patient records access on any device.
Jan Erik Aase, partner and global leader at ISG Provider Lens Research, emphasizes that digital transformations currently underway in U.S. healthcare enterprises are majorly boosting efficiency. These new technologies foster a culture of innovation and cost optimization, promising improved care.
Other trends affecting U.S. healthcare organizations, such as rising interest in ethical AI practices and efforts to enhance financial systems, are also explored in the ISG report.
For a deep dive into the challenges like rising cybersecurity threats and increasingly complex regulations facing the U.S. healthcare sector, see the ISG Provider Lens™ Focal Points briefing here.
Furthermore, the 2024 ISG Provider Lens™ Healthcare Digital Services report for the U.S. evaluates the capabilities of 54 providers across five quadrants: Public Payer Transformation, Private Payer Transformation, Provider Transformation – ERP, Provider Transformation – RCM, and Provider Transformation – EHR.
Accenture, Deloitte, HCLTech, and Wipro are named Leaders in all five quadrants. Meanwhile, Cognizant is named a Leader in four quadrants, with Infosys leading in three. Kyndryl, NTT DATA, and TCS are identified as Leaders in two quadrants each. CitiusTech, EXL, Firstsource, Genpact, KPMG, LTIMindtree, Optum, PwC, R1rcm, and UST are named as Leaders in one quadrant each. Tech Mahindra is named a Rising Star in two quadrants, while CitiusTech, Firstsource, and Innova Solutions are Rising Stars in one quadrant each.
In customer experience, Persistent Systems is named the global ISG CX Star Performer for 2024 among Healthcare Digital Services providers. Persistent Systems earned the highest customer satisfaction scores in ISG’s Voice of the Customer survey, part of the ISG Star of Excellence™ program, an esteemed recognition for the technology and business services industry.
A tailored version of the report is available from Wipro.
The 2024 ISG Provider Lens™ Healthcare Digital Services report for the U.S. can be accessed by subscribers or purchased on this webpage.
ISG (Information Services Group) (Nasdaq: III) is a global technology research and advisory firm committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. Founded in 2006, ISG employs over 1,600 digital-ready professionals in more than 20 countries and specialises in digital transformation services, including AI, cloud, and data analytics. For more information, visit www.isg-one.com.
Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978-518-4520
isg@matternow.com
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