Rising costs and demand push organizations toward cloud, automation, interoperable data platforms, ISG Provider Lens® report says
STAMFORD, Conn., February 03, 2026–(BUSINESS WIRE)–U.S. healthcare enterprises are accelerating their adoption of cloud-based, AI-enabled solutions to improve operations and modernize care delivery, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.
The 2025 ISG Provider Lens® Healthcare Digital Services report for the U.S. finds that payers, providers and life sciences organizations are developing new technology strategies to address a wide range of challenges, including cost pressures, clinician shortages and rising consumption of services as healthcare spending approaches one-fifth of the nation’s gross domestic product. Enterprises seek operating models that reduce administrative friction, improve financial predictability and support scalable care delivery. These investments reflect a shift from fragmented modernization programs toward coordinated, enterprise-wide transformation anchored in data, automation and security.
“U.S. healthcare organizations no longer treat digital investments as incremental improvements,” said James Burke, partner, Healthcare, at ISG. “They are rearchitecting operations around intelligence, interoperability and resilience to remain viable under growing pressures.”
Many healthcare enterprises in the U.S. are embedding AI into core administrative and financial workflows to improve efficiency and accuracy, the report says. Intelligent automation and agentic systems increasingly support claims processing, prior authorization, utilization review and revenue cycle functions, reducing manual intervention and processing timelines. These capabilities are helping organizations address staffing shortages while improving consistency and compliance across high-volume operations.
Organizations are also modernizing data architectures for real-time interoperability across clinical, operational and financial domains, ISG says. They are adopting cloud-native platforms and frameworks aligned with Fast Healthcare Interoperability Resources (FHIR) to support contextual data access and coordinated decision-making. This approach is critical for advancing value-based care models that depend on predictive analytics, cohort management and sharing of insights between payers and providers.
Improving patient and member experience is a core priority as organizations strive to reduce complexity and increase trust, the report says. Enterprises are deploying digital front doors, omnichannel communication and conversational interfaces to simplify navigation and reduce administrative burdens for both consumers and frontline staff. These investments are also designed to facilitate earlier patient engagement, better adherence to care plans and more efficient use of clinical resources.
“Enterprises are aligning AI, data and experience initiatives around measurable operational outcomes,” said Rohan Sinha, principal analyst, ISG Provider Lens Research, and lead author of the report. “The emphasis is on sustained performance improvement rather than isolated technology deployments.”
The report also explores additional trends shaping U.S. healthcare transformation, including growing cybersecurity risks and the expanding role of external partners and managed services to address technology talent shortages.
For more insights into the challenges faced by U.S. healthcare enterprises, along with ISG’s advice for addressing them, see the ISG Provider Lens® Focal Points briefing here.
The 2025 ISG Provider Lens® Healthcare Digital Services report for the U.S. evaluates the capabilities of 35 providers across four quadrants: Payer Digital Transformation, Provider Digital Transformation, Value-Based Care and Interoperability and Data Security.
The report names Accenture, Cognizant, Deloitte, HCLTech, TCS and Wipro as Leaders in all four quadrants. It names Infosys and NTT DATA as Leaders in three quadrants each. EXL, Firstsource, Tech Mahindra and UST are named as Leaders in one quadrant each.
In addition, Persistent Systems is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in three quadrants. Emids and LTIMindtree are named as Rising Stars in one quadrant each.
In the area of customer experience, Persistent Systems is named the global ISG CX Star Performer for 2025 among healthcare digital service 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, the premier quality recognition for the technology and business services industry.
A customized version of the report is available from EXL.
The 2025 ISG Provider Lens® Healthcare Digital Services report for the U.S. is available to subscribers or for one-time purchase on this webpage.
About ISG Provider Lens® Research The ISG Provider Lens® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.
About ISG ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
