Table of Content


Table of Contents
State of the Healthcare Industry
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
Customer Research Objectives and Methodology
Research Objectives and Methodology
Research Objectives
Respondent and Organization Profile
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
Company Profile and Telecom Budgets
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
Key Findings (continued)
Top IT Challenges Faced by Organizations
Organization Profile – Top IT-related Challenges
Digital Transformation Strategy
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
Covid-19 Impact
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
Transformative Technologies: Overall
Currently Used Digital Solutions
Priority for Investments in Solutions
Competitive Advantages of Solutions
Transformative Technologies: Internet of Things (IOT)
Key Reasons for Investing in IOT
Key Concerns Regarding Implementation of IOT
Transformative Technologies: Artificial Intelligence (AI)
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
Transformative Technologies: Big Data Analytics
Key Features When Purchasing Big Data Analytics
Features Lacking in Big Data Analytics
Transformative Technologies: Customer Experience
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:Overall
Communication & Collaboration Tools Used Today
Key Drivers for Investing in Communication and Collaboration
Frontline Workers
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
The Last Word, 2021
Growth Opportunities from a CX Perspective