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Our memberships, custom support, and in-depth published research equip you with the reliable information you need to make data-led decisions with measurable success.
Our wealth of resources inspires ideas and new ways of thinking with real-world solutions and the latest trends that drive your business forward.
Discover the latest trends our analysts are covering with live and virtual events packed with practical insights.
We’re committed to helping you get it right. Through trusted expertise, rigorous research, and practical insights, we enable businesses to make confident decisions.
Healthcare payers and providers are operating under sustained pressure from fragmented engagement ecosystems, rising consumer expectations, and intensifying regulatory and quality mandates. Disconnected clinical, administrative, and customer interaction systems continue to limit end-to-end visibility across member and patient journeys, creating friction at critical access, navigation, and support touchpoints. These challenges are compounded by staffing constraints and growing demands for cost efficiency, compliance, and experience consistency across enterprise operations.
In response, healthcare enterprises are moving beyond traditional, Full-time Equivalent- (FTE) based contact center models toward intelligent, technology-led Customer Experience Management (CXM) operating models. These models emphasize end-to-end journey orchestration, embedded analytics, automation at scale, and AI-enabled interactions to drive personalized, compliant, and efficient engagement. This shift reflects a broader sourcing transition toward integrated, outcome-oriented experience management across payer and provider environments.
In this report, we assess 24 providers featured in the Healthcare Customer Experience Management (CXM) Intelligent Operations PEAK Matrix® Assessment 2026.
This report is available to members.
In this report, we examine:
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