Healthcare organizations face the complex task of combining multiple systems, a landscape exacerbated by a profusion of mergers and acquisitions, and the role of contact centers has never been more crucial. Patients crave a local touch, but they also demand a system that is seamless, coordinated, and efficient. The opportunity is to integrate these systems without losing the personal feel that patients value. Generative AI can be a major accelerator with its power to quickly provide “next best action” guidance, and we are already seeing better business outcomes and cost reductions for our clients who are leading the way. 

In 2025, the transformation of contact centers is set to revolutionize patient interactions. Using AI and advanced routing systems, calls will be directed to the right departments, optimizing call lengths and ensuring cost-effectiveness. AI-powered self-service options, such as chatbots, will handle routine tasks, freeing up human agents for more critical issues. Vibrant Emotional Health, for instance, used Salesforce to unify communications for the 988 Suicide & Crisis Lifeline, demonstrating how streamlined processes can lead to better outcomes.

While many organizations are having success with centralization, others are choosing to employ a hybrid approach as they consider patient satisfaction. The loss of a local touch can be a significant pain point, as patients miss the familiarity of speaking to recognizable staff. Yet the benefits of centralized, efficient systems must be considered. Effective contact centers are essential for patient satisfaction, which directly impacts net promoter and quality scores from the Centers for Medicare & Medicaid Services (CMS). 

Ultimately, the future of healthcare contact centers lies in balancing technology with a personal touch. By investing in AI and unified “single pane of glass” communication systems, you can enhance both operational efficiency and patient care, turning challenges into opportunities for better healthcare delivery.

As healthcare behemoths grow in power and influence, the landscape is rife with both risks and benefits. Companies like Epic and UnitedHealthcare are under pressure as both single points of failure and industry change agents. This scrutiny is compounded by the fallout from ambitious ventures like Oak Street Health, which has encountered significant operational losses. 

Despite these setbacks, the drive for M&A and affiliations remains strong, particularly in the provider network space. For-profit health systems have accelerated their pace of transactions, and M&A activity is further squeezing the margins of smaller, regional hospitals, making it increasingly difficult for them to stay afloat.

In 2025, M&A in the payer space is likely to accelerate, with payers buying up technology and services companies to wield greater influence and control over the end-to-end patient journey. 

The digital health investment landscape paints a similarly complex picture. Investment in digital health has struggled in recent years as investors grew cautious due to the risks and unfulfilled promises of past ventures. However, deals are still being made. While the trend toward verticalization may be slowing, strategic acquisitions and divestitures continue to reshape the industry.

Healthcare organizations must adapt to these pressures by integrating disparate systems, ensuring robust data management, and leveraging innovative solutions like AI and advanced analytics. Companies can speed up lengthy processes with tools like Slalom’s Salesforce M&A Accelerator, which focuses on strategically integrating customer relationship management (CRM) systems to optimize synergy realization, sales integration, and scalability. Overall, we’re seeing the transformative potential of strategic technology integration to enhance operational efficiency and patient and member care, proving that innovation can blend with consolidation. These cases also prove that investing in technology today can enhance valuation and make post-acquisition integration smoother tomorrow. 

Source: The Global Wellness Institute, the leading nonprofit research organization for the global wellness industry

Wellness programs, once peripheral, are now integral to healthcare plans and provider strategies, especially within value-based care models as part of a broader movement to advance “health span” and longevity. Companies like Athletico are leading the way by using physical therapy to avoid surgeries, showcasing the benefits of proactive health strategies. This evolution underscores a greater focus on keeping populations healthy rather than merely treating illnesses—a more costly and dangerous prescription. 

For example, programs like SilverSneakers for Medicare members help promote getting and staying active for seniors. Mental healthcare services are needed more than ever today, thanks to rising healthcare costs and the recognition of the importance of holistic health. In fact, several mental health startups received funding in 2024, from $88M for Grow Therapy to $33M for Brightside Health, and $14M for Limbic, according to a 2024 Axios Pro Health Care Sector Outlook. 

For healthcare organizations, embracing proactive health and lifestyle medicine has the potential to reduce risk and lower per-member costs. Payers can lower costs by preventing high-cost medical events, while providers can better allocate resources to higher acuity care. This approach also enhances patient convenience through telehealth and other accessible care options, meeting patients where they are and encouraging proactive health management. The consumerization of healthcare is driving this trend, as individuals take greater responsibility for their health, aided by user-friendly tools and resources.

However, the path to proactive health is not without challenges. Implementing these strategies effectively requires a holistic approach that considers mental, dental, and vision health, recognizing their interdependence. Integrating various data sources—from electronic health records to geographic and lifestyle data—can create personalized wellness plans tailored to individual needs. Advanced AI and data analytics are crucial in this endeavor, offering the potential for highly customized health plans that consider genomic, environmental, and physical health data. Justifying spending is a challenge as well, with plans struggling to get the care management return on investment. 

With technology and a focus on holistic health, the future of healthcare is set to become more proactive, personalized, and patient-centered, ultimately leading to better health outcomes and reduced costs.

Source: Slalom’s AI Research Report: Executive Insights for 2025

The time for AI and automation is here and now, modernizing healthcare by cutting out tedious administrative tasks and giving providers more time to focus on what truly matters—patient care. These technologies have already made waves in areas like claims management, fraud detection, and appeals processing, which typically gobble up a significant chunk of providers’ time. Imagine reducing 30% of time spent on admin work and redirecting it toward patient interactions. Or imagine “AI-powered medical scribes” that can help with taking notes and summarizing the information, and virtual nursing assistants who can schedule appointments and answer questions. Thanks to AI, these possibilities are now a reality.

While regulations are vital for maintaining healthcare quality and safety, they often come with a mountain of paperwork. Measures like HEDIS, Medicare STARS, and NCQA requirements add layers of complexity, diverting precious resources from the bedside to the desk. The labyrinth of coding, claims, and appeals processes creates a gray zone where admin duties overshadow the core mission of patient care. For physicians, administrative burden is a leading cause of career dissatisfaction—in fact, 58% of physicians say it’s the top cause of burnout.

AI and automation can turn this scenario on its head. By automating routine tasks, these technologies streamline workflows and cut down on the time spent on administrative chores. This not only boosts operational efficiency but also elevates the quality of care, allowing providers to dedicate more attention to their patients.

The ultimate aim for 2025 is clear: enhance the quality of care by reducing the administrative load on healthcare providers. AI and automation offer a game-changing solution, enabling healthcare organizations to prioritize patient needs over paperwork. As these technologies continue to advance, they promise to transform healthcare into a more efficient, effective, and patient-centered industry.

$100M

Government funding unlocked for a national healthcare payer by integrating an AI-powered “no-touch” ingestion capability

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