Perficient is proud to be included in the IDC ServiceScape: Worldwide and U.S. Microsoft Power Apps Low-Code/No-Code Custom Application Development Services, 2025 (Doc# US53748825 September 2025) report. We believe this inclusion highlights our commitment to helping enterprises accelerate innovation and streamline development through Microsoft Power Platform.

This IDC ServiceScape offers a comprehensive guide on the key capabilities of custom application development service providers using the Microsoft Power Apps low-code/no-code development platform, featuring services from companies including Perficient. The status of each service capability is categorized as fully supported, partially supported, partner provided, road map, or not supported, aiding services buyers in quickly identifying which vendors align with their changing requirements.

Powering Innovation with Microsoft Power Platform

As digital transformation accelerates, low-code/no-code platforms are becoming essential tools for agility and innovation. Perficient is proud to be included in this evolving landscape and remains committed to delivering solutions that drive real business outcomes.

“Our approach to Power Platform is rooted in strategy, scale, and speed. We’re not just building apps—we’re enabling transformation. By combining governance frameworks, multi-shore delivery, and AI-powered experiences, we help clients unlock the full potential of low-code development and drive meaningful business outcomes.” – Eric Schmitt, Director of Microsoft Business Applications.

Perficient offers a comprehensive suite of low-code/no-code services designed to accelerate transformation:

• App modernization programs to migrate legacy systems to Power Platform
• Intelligent automation and rapid RPA migration (e.g., UiPath to Power Automate Desktop)
• Custom co-pilot envisioning workshops and enterprise app development
• Governance engagements including CoE setup and citizen developer enablement
• Process mining and lifecycle management
• Multi-shore delivery models with agile development pods and managed services

We’re also increasing investment in Co-pilot Studio Agents, helping clients build custom functionality and deploy agents within Power Platform environments. Our governance frameworks ensure scalable, secure adoption—whether you’re enabling citizen developers or launching enterprise-wide automation programs.

Learn more about our Power Platform capabilities: Power Platform / Perficient

Perficient is a global digital consultancy with over 7,000 colleagues worldwide, operating as one unified team across North America, LATAM, and India. With deep expertise in industries like Healthcare & Life Sciences, Manufacturing, and Automotive, we deliver strategic technology solutions that drive measurable outcomes. Our Microsoft practice is backed by more than 25 years of experience and over 250 certified cloud consultants, with strong capabilities in Azure, M365, Dynamics CRM, and Power Platform.

Perficient differentiates through global delivery, scalability, and robust governance. With 95% of our business coming from repeat clients, we’re proud to be a trusted partner in building AI-first, low-code solutions that deliver real business value.

Ready to move from ambition to impact? Let’s define your low-code strategy and build the foundation to lead what’s next.

The headlines are troubling but predictable. The Trump administration will launch a program next year to find out how much money an artificial intelligence algorithm could save the federal government by denying care to Medicare patients. Meanwhile, a survey of physicians published by the American Medical Association in February found that 61% think AI is “increasing prior authorization denials, exacerbating avoidable patient harms and escalating unnecessary waste now and into the future.”

We’re witnessing the healthcare industry’s narrow vision of AI in action: algorithms designed to say “no” faster and more efficiently than ever before. But what if we’re missing the bigger opportunity?

The Current AI Problem: Built to Deny, Not to Help

The recent expansion of AI-powered prior authorization reveals a fundamental flaw in how we’re approaching healthcare technology. “The more expensive it is, the more likely it is to be denied,” said Jennifer Oliva, a professor at the Maurer School of Law at Indiana University-Bloomington, whose work focuses on AI regulation and health coverage.

This approach creates a vicious cycle: patients don’t understand their benefits, seek inappropriate or unnecessary care, trigger costly prior authorization processes, face denials, appeal those denials, and ultimately either give up or create even more administrative burden for everyone involved.

The human cost is real. Nearly three-quarters of respondents thought prior authorization was a “major” problem in a July poll published by KFF, and we’ve seen how public displeasure with insurance denials dominated the news in December, when the shooting death of UnitedHealthcare’s CEO led many to anoint his alleged killer as a folk hero.

A Better Vision: The AI Concierge Approach

What if instead of using AI to deny care more efficiently, we used it to help patients access the right care more effectively? This is where the AI Concierge concept transforms the entire equation.

An AI Concierge doesn’t wait for a claim to be submitted to make a decision. Instead, it proactively:

• Educates patients about their benefits before they need care
• Guides them to appropriate providers within their network
• Explains coverage limitations in plain language before appointments
• Suggests preventive alternatives that could avoid more expensive interventions
• Streamlines pre-authorization by ensuring patients have the right documentation upfront

The Quantified Business Case

The financial argument for AI Concierge services is compelling:

Star Ratings Revenue Impact: A half-star increase in Medicare Star Ratings is valued at approximately $500 per member. For a 75,000-member plan, that translates to $37.5 million in additional funding. An AI Concierge directly improves patient satisfaction scores that drive these ratings.

Operational Efficiency Gains: Healthcare providers implementing AI-powered patient engagement systems report 15-20% boosts in clinic revenue and 10-20% reductions in overall operational costs. Clinics using AI tools see 15-25% increases in patient retention rates.

Cost Avoidance Through Prevention: Utilizing AI to help patients access appropriate care could save up to 50% on treatment costs while improving health outcomes by up to 40%. This happens by preventing more expensive interventions through proper preventive care utilization.

The HEDIS Connection

HEDIS measures provide the perfect framework for demonstrating AI Concierge value. With 235 million people enrolled in plans that report HEDIS results, improving these scores directly impacts revenue through bonus payments and competitive positioning.

An AI Concierge naturally improves HEDIS performance in:

• Preventive Care Measures: Proactive guidance increases screening and immunization rates
• Care Gap Closure: Identifies and addresses gaps before they become expensive problems
• Patient Engagement: Improves medication adherence and chronic disease management

Beyond the Pilot Programs

While government initiatives like the WISeR pilot program focus on “Wasteful and Inappropriate Service Reduction” through AI-powered denials, forward-thinking healthcare organizations have an opportunity to differentiate themselves with AI-powered patient empowerment.

The math is simple: preventing a $50,000 hospitalization through proactive care coordination delivers better ROI than efficiently denying the claim after it’s submitted.

AI Healthcare Concierge Implementation Strategy

For healthcare leaders considering AI Concierge implementation:

• Phase 1: Deploy AI-powered benefit explanation tools that reduce call center volume and improve patient understanding
• Phase 2: Integrate predictive analytics to identify patients at risk for expensive interventions and guide them to preventive alternatives
• Phase 3: Expand to comprehensive care navigation that optimizes both patient outcomes and organizational performance

The Competitive Advantage

While competitors invest in AI to process denials faster, organizations implementing AI Concierge services are investing in:

• Member satisfaction and retention (15-25% improvement rates)
• Star rating improvements ($500 per member value per half-star)
• Operational cost reduction (10-20% typical savings)
• Revenue protection through better member experience

Conclusion: Choose Your AI Future

The current trajectory of AI in healthcare—focused on denial optimization—represents a massive missed opportunity. As one physician noted about the Medicare pilot: “I will always, always err on the side that doctors know what’s best for their patients.”

AI Healthcare Concierge services align with this principle by empowering both patients and providers with better information, earlier intervention, and more effective care coordination. The technology exists. The business case is proven. The patient need is urgent.

The question isn’t whether AI will transform healthcare—it’s whether we’ll use it to build walls or bridges between patients and the care they need.

The choice is ours. Let’s choose wisely.

As artificial intelligence continues to reshape the digital landscape, organizations are seeking clarity on how to strategically integrate AI into their digital experience platforms (DXPs). In its latest report, The Impact of AI on Digital Experience Platforms, Forrester explores how DXP vendors are embedding AI agents to streamline experience operations and expand toolsets — from copilots to code generators. Perficient was proud to contribute its DXP and AI expertise to this research, joining the group of vendors and service providers interviewed for the report. 

“Generative AI (GenAI) is reshaping digital experience platforms (DXPs) by automating content and campaign creation, powering intelligent copilots for marketers and developers, and boosting customer engagement through predictive insights and personalization.” —Forrester, The Impact of AI on Digital Experience Platforms

Why AI Belongs in the DXP Conversation

Today’s tech leaders face a growing challenge: delivering consistent, personalized experiences across a fragmented landscape of devices, channels, and customer expectations. DXPs are uniquely positioned to address this complexity. As Forrester notes, DXPs are rich in customer interaction data, support high-value business outcomes, and serve a diverse set of practitioners — all of which make them fertile ground for AI innovation. 

“DXP is a trove of trusted customer interaction data… Unleashing AI on this data enables organizations to understand audience intent and respond to that intent with irresistible offers.” — Forrester, The Impact of AI on Digital Experience Platforms

And Perficient’s experts agree that DXPs are a great place to start when integrating AI into experience delivery. 

“Marketing and IT leaders are under pressure to deliver personalized, omnichannel experiences at scale, and that’s exactly where DXPs shine. By embedding AI into the core of these platforms, clients can unlock the full value of their customer data and streamline operations across content, commerce, and campaigns,” said Mark Polly, Perficient Principal, Customer Experience Platforms.  

Agentic AI Ushers in a New Era of Experience Operations

The report highlights the rise of agentic AI and how these intelligent agents operate within DXPs to automate tasks, answer questions, and optimize workflows. These agents are transforming how marketers, developers, and content creators interact with their platforms, reducing friction and accelerating time to value. 

Perficient’s experience with orchestration tools and AI agents reinforces this trend. While many vendors offer orchestration capabilities, Perficient often helps clients integrate these tools across their broader tech ecosystem. 

” For marketing and IT leaders, true orchestration moves beyond linear workflows; it’s about integrating platforms like AEM and Optimizely to create a dynamic, responsive system. This integration is the key to driving operational efficiency and gaining the unified insights needed for deeper customer engagement. AI agents play a critical role here, transforming those rigid workflows into the real-time orchestration that a modern customer journey demands. Adoption is still in its early stages, which is where we help clients build a strategic advantage,” said Perficient digital strategy principal Grant Davies. 

Emerging GenAI Use Cases in DXPs

From brand-aware content creation to code generation and experimentation, GenAI is also rapidly expanding its footprint in DXP environments. Vendors like Adobe, Sitecore, and Salesforce are launching copilots and agents that empower users to create, test, and optimize experiences with unprecedented speed and precision. 

Perficient is already helping clients explore these capabilities and align them with business goals. 

Polly said, “We’re seeing real momentum around GenAI use cases in DXP from brand-consistent content creation to intelligent experimentation. These capabilities aren’t just flashy features; they’re solving real business problems like reducing time to market and improving conversion rates. The key is aligning AI with measurable outcomes and ensuring strong governance.” 

Perficient Wins 2025 Artificial Intelligence Excellence Award for GenAI Integrity Accelerator   Learn More

Strategic Adoption Requires Strong Foundations 

Successful AI adoption in DXPs requires more than just technology. Organizations must invest in strong data foundations, human oversight, and change management to ensure responsible and effective use of AI. These are areas where Perficient continues to guide clients with strategic consulting and hands-on implementation. 

We believe our inclusion in the research for Forrester’s report, The Impact of AI on Digital Experience Platforms, reflects our deep expertise in helping enterprise clients implement and optimize DXPs. Whether it’s integrating predictive analytics, deploying cognitive copilots, or improving data governance, our teams are leading the way in enabling AI-powered transformation. 

We’re honored to be interviewed for this research and proud to contribute to the evolving conversation around AI in digital experience. If you’re exploring how to bring AI into your DXP strategy, we invite you to connect with us and keep the conversation going. 

Access the report here (available to Forrester subscribers or for purchase).

Contact us  to learn more. 

Drupal 11’s AI Features: What They Actually Mean for Your Team

If you’ve been following the Drupal community lately, you’ve probably heard about the excitement with AI in Drupal 11 and the new Drupal AI Initiative. With over $100,000 in funding and 290+ AI modules already available, this will be a game changer.

But here’s the thing, AI in Drupal isn’t about replacing your team. It’s about making everyone more effective at what they already do best. Let’s talk through some of these new capabilities and what they mean for different teams in your organization.

Content Teams: Finally, An Assistant That Actually Helps

Creating quality content quickly has always been a challenge, but Drupal 11’s AI features tackle this head-on. The AI CKEditor integration gives content creators real-time assistance right in the editing interface, things like spelling corrections, translations, and contextual suggestions as you type.

The AI Content module is where things get interesting. It can automatically adjust your content’s tone for different audiences, summarize long content, and even suggest relevant taxonomy terms. For marketing teams juggling multiple campaigns, this means maintaining brand consistency without the usual back-and-forth reviews.

One feature that’s already saving teams hours is the AI Image Alt Text module. Instead of manually writing alt text for accessibility compliance, it generates descriptions automatically. The AI Translate feature is another game-changer for organizations with global reach—one-click multilingual content creation that actually understands context.

The bottom line? Your content team can focus on strategy and creativity instead of getting bogged down in routine tasks.

Developers: Natural Language Site Building

Here’s where Drupal 11 gets really exciting for a dev team. The AI Agents module introduces something we haven’t seen before, text-to-action capabilities. Developers can now modify Drupal configurations, create content types, and manage taxonomies just by describing what they need in spoken english.

Instead of clicking through admin interfaces, you can literally tell Drupal what you want, “Create a content type for product reviews with fields for rating, pros, cons, and reviewer information.” The system understands and executes these commands.

The AI module ecosystem supports over 21 major providers, OpenAI, Claude, AWS Bedrock, Google Vertex, and more. This means you’re not locked into any single AI provider and can choose the best model for specific tasks. The AI Explorer gives you a testing ground to experiment with prompts before pushing anything live.

For complex workflows, AI Automators let you chain multiple AI systems together. Think automated content transformation, field population, and business logic handling with minimal custom code.

The other great aspect of Drupal AI, is the open source backbone of Drupal, allows you to extend, add and build upon these agents in any way your dev team sees fit.

Marketing Teams: Data-Driven Campaign Planning

Marketing teams might be the biggest winners here. The AI Content Strategy module analyzes your existing content and provides recommendations for what to create next based on actual data, not guesswork. It identifies gaps in your content strategy and suggests targeted content based on audience behavior and industry trends.

The AI Search functionality means visitors can find content quickly, no more keyword guessing games. The integrated chatbot framework provides intelligent customer service that can access your site’s content to give accurate responses.

For SEO, the AI SEO module generates reports with user recommendations, reviewing content and metadata automatically. This reduces the need for separate SEO tools while giving insights right where you can act on them.

Why This Matters Right Now

The Drupal AI Initiative represents something more than just new features. With dedicated teams from leading agencies and serious funding behind it, this is Drupal positioning itself as the go-to platform for AI-powered content management.

For IT executives evaluating CMS options, Drupal 11’s approach is a great fit. You maintain complete control over your data and AI interactions while getting enterprise-grade governance with approval workflows and audit trails. It’s AI augmentation rather than AI replacement.

The practical benefits are clear: faster campaign launches, consistent brand voice across all content, and teams freed from manual tasks to focus on strategic work. In today’s competitive landscape, that kind of operational efficiency can make the difference between leading your market and playing catch-up.

The Reality Check

We all know, no technology is perfect. The success of these AI features, especially within the open source community, depends heavily on implementation and team adoption. You’ll need to spend time in training and process development to see real benefits. Like any new technology, there will be a learning curve as your team figures out the best ways to leverage these new features.

Based on what we are seeing within groups that have done early adoption of the AI features, they are seeing a good ROI on improvement of team efficiency, marketing time as well as reduced SEO churn.

If you’re considering how Drupal 11’s AI features might fit your organization, it’s worth having a conversation with an experienced implementation partner like Perficient. We can help you navigate the options and develop an AI strategy that makes sense for your specific situation.

Empathy, Resilience, Innovation, and Speed: The Blueprint for Intelligent Healthcare Transformation

Forrester’s recent report, Becoming An Intelligent Healthcare Organization Is An Attainable Goal, Not A Lost Cause, confirms what healthcare executives already know: transformation is no longer optional.

Perficient is proud to be quoted in this research, which outlines a pragmatic framework for becoming an intelligent healthcare organization (IHO)—one that scales innovation, strengthens clinical and operational performance, and delivers measurable impact across the enterprise and the populations it serves.

Why Intelligent Healthcare Is No Longer Optional

Healthcare leaders are under pressure to deliver better outcomes, reduce costs, and modernize operations, all while navigating fragmented systems and siloed departments. The journey to transformation requires more than technology; it demands strategic clarity, operational alignment, and a commitment to continuous improvement.

Forrester reports, “Among business and technology professionals at large US healthcare firms, only 63% agree that their IT organization can readily reallocate people and technologies to serve the newest business priority; 65% say they have enterprise architecture that can quickly and efficiently support major changes in business strategy and execution.”

Despite widespread investment in digital tools, many healthcare organizations struggle to translate those investments into enterprise-wide impact. Misaligned priorities, inconsistent progress across departments, and legacy systems often create bottlenecks that stall innovation and dilute momentum.

Breaking Through Transformation Barriers

These challenges aren’t just technical or organizational. They’re strategic. Enterprise leaders can no longer sit on the sidelines and play the “wait and see” game. They must shift from reactive IT management to proactive digital orchestration, where technology, talent, and transformation are aligned to business outcomes.

Business transformation is not a fleeting trend. It’s an essential strategy for healthcare organizations that want to remain competitive as the marketplace evolves.

Forrester’s report identifies four hallmarks of intelligent healthcare organizations, emphasizing that transformation is not a destination but a continuous practice.

Four Hallmarks of An Intelligent Healthcare Organization (IHO)

To overcome transformation barriers, healthcare organizations must align consumer expectations, digital infrastructure, clinical workflows, and data governance with strategic business goals.

1. Empathy At Scale: Human-Centered, Trust-Enhancing Experiences

A defining trait of intelligent healthcare organizations is a commitment to human-centered experiences.

• Driven By: Continuous understanding of consumer needs
• Supported By: Strategic technology investments that enable timely, personalized interventions and touchpoints

As Forrester notes, “The most intelligent organizations excel at empathetic, swift, and resilient innovation to continuously deliver new value for customers and stay ahead of the competition.”

Empathy is a performance driver. Organizations that prioritize human-centered care see higher engagement, better adherence, and stronger loyalty.

Our experts help clients reimagine care journeys using journey sciences, predictive analytics, integrated CRM and CDP platforms, and cloud-native architectures that support scalable personalization. But personalization without protection is a risk. That’s why empathy must extend beyond experience design to include ethical, secure, and responsible AI adoption.

Healthcare organizations face unique constraints, including HIPAA, PHI, and PII regulations that limit the utility of plug-and-play AI solutions. To meet these challenges, we apply our PACE framework—Policies, Advocacy, Controls, and Enablement—to ensure AI is not only innovative but also rooted in trust.

• Policies establish clear boundaries for acceptable AI usage, tailored to healthcare’s regulatory landscape.
• Advocacy builds cross-functional understanding and adoption through education and collaboration.
• Controls implement oversight, auditing, and risk mitigation to protect patient data and ensure model integrity.
• Enablement equips teams with the tools and environments needed to innovate confidently and securely.

This approach ensures AI is deployed with purpose, aligned to business goals, and embedded with safeguards that protect consumers and care teams alike. It also supports the creation of reusable architectures that blend scalable services with real-time monitoring, which is critical for delivering fast, reliable, and compliant AI applications.

Responsible AI isn’t a checkbox. It’s a continuous practice. And in healthcare, it’s the difference between innovation that inspires trust and innovation that invites scrutiny.

2. Designing for Disruption: Resilience as a Competitive Advantage

Patient-led experiences must be grounded in a clear-eyed understanding that market disruption isn’t simply looming. It’s already here. To thrive, healthcare leaders must architect systems that flex under pressure and evolve with purpose. Resilience is more than operational; it’s also behavioral, cultural, and strategic.

Perficient’s Access to Care research reveals that friction in the care journey directly impacts health outcomes, loyalty, and revenue:

• More than 50% of consumers who experienced scheduling friction took their care elsewhere, resulting in lost revenue, trust, and care continuity
• 33% of respondents acted as caregivers, yet this persona is often overlooked in digital strategies
• Nearly 1 in 4 respondents who experienced difficulty scheduling an appointment stated that the friction led to delayed care, and they believed their health declined as a result
• More than 45% of consumers aged 18–64 have used digital-first care instead of their regular provider, and 92% of them believe the quality is equal or better

This sentiment should be a wakeup call for leaders. It clearly signals that consumers expect healthcare to meet both foundational needs (cost, access) and lifestyle standards (convenience, personalization, digital ease). When systems fail to deliver, patients disengage. And when caregivers—who often manage care for entire households—encounter barriers, the ripple effect is exponential.

To build resilience that drives retention and revenue, leaders must design systems that anticipate needs and remove barriers before they impact care. Resilient operations must therefore be designed to:

• Reduce friction across the care journey, especially in scheduling and follow-up
• Support caregivers with multi-profile tools, shared access, and streamlined coordination
• Enable digital-first engagement that mirrors the ease of consumer platforms like Amazon and Uber

Consumers are blending survival needs with lifestyle demands. Intelligent healthcare organizations address both simultaneously.

Resilience also means preparing for the unexpected. Whether it’s regulatory shifts, staffing shortages, or competitive disruption, IHOs must be able to pivot quickly. That requires leaders to reimagine patient (and member) access as a strategic lever and prioritize digital transformation that eases the path to care.

3. Unified Innovation: Aligning Strategy, Tech, and Teams

Innovation without enterprise alignment is just noise—activity without impact. When digital initiatives are disconnected from business strategy, consumer needs, or operational realities, they create confusion, dilute resources, and fail to deliver meaningful outcomes. Fragmented innovation may look impressive in isolation, but without coordination, it lacks the momentum to drive true transformation.

To deliver real results, healthcare leaders must connect strategy, execution, and change readiness. In Forrester’s report, a quote from an interview with Priyal Patel emphasizes the importance of a shared strategic vision:

“Today’s decisions should be guided by long-term thinking, envisioning your organization’s business needs five to 10 years into the future.” — Priyal Patel, Director, Perficient

Our approach begins with strategic clarity. Using our Envision Framework, we help healthcare organizations rapidly identify opportunities, define a consumer-centric vision, and develop a prioritized roadmap that aligns with business goals and stakeholder expectations. This framework blends real-world insights with pragmatic planning, ensuring that innovation is both visionary and executable.

We also recognize that transformation is not just technical—it’s human. Organizational change management (OCM) ensures that teams are ready, willing, and able to adopt new ways of working. Through structured engagement, training, and sustainment, we help clients navigate the behavioral shifts required to scale innovation across departments and disciplines.

This strategic rigor is especially critical in healthcare, where innovation must be resilient, compliant, and deeply empathetic. As highlighted in our 2025 Digital Healthcare Trends report, successful organizations are those that align innovation with measurable business outcomes, ethical AI adoption, and consumer trust.

Perficient’s strategy and transformation services connect vision to execution, ensuring that innovation is sustainable. We partner with healthcare leaders to identify friction points and quick wins, build a culture of continuous improvement, and empower change agents across the enterprise.

You May Enjoy: Driving Company Growth With a Product-Driven Mindset

4. Speed With Purpose and Strategic Precision

The ability to pivot, scale, and deliver quickly is becoming a defining trait of tomorrow’s healthcare leaders. The way forward requires a comprehensive digital strategy that builds the capabilities, agility, and alignment to stay ahead of evolving demands and deliver meaningful impact.

IHOs act quickly without sacrificing quality. But speed alone isn’t enough. Perficient’s strategic position emphasizes speed with purpose—where every acceleration is grounded in business value, ethical AI adoption, and measurable health outcomes.

Our experts help healthcare organizations move fast by:

• Designing for agility with composable architectures, MVP+ delivery models, and intelligent automation that compliantly accelerates time-to-value while maintaining clinical integrity
• Aligning digital transformation with value-based care goals, enabling organizations to shift from volume to value through strategic investments that integrate cloud platforms, interoperable systems, and advanced analytics
• Operationalizing AI responsibly to support equitable, secure, compliant, and scalable AI adoption

This approach supports the Quintuple Aim: better outcomes, lower costs, improved experiences, clinician well-being, and health equity. It also ensures that innovation is not just fast. It’s focused, ethical, and sustainable.

Speed with purpose means:

• Rapid prototyping that validates ideas before scaling
• Real-time data visibility to inform decisions and interventions
• Cross-functional collaboration that breaks down silos and accelerates execution
• Outcome-driven KPIs that measure impact, not just activity

Healthcare leaders don’t need more tools. They need a strategy that connects business imperatives, consumer demands, and an empowered workforce to drive transformation forward. Perficient equips organizations to move with confidence, clarity, and control.

Collaborating to Build Intelligent Healthcare Organizations

We believe our inclusion in Forrester’s report underscores our role as a trusted advisor in intelligent healthcare transformation. From insight to impact, our healthcare expertise equips leaders to modernize, personalize, and scale care. We drive resilient, AI-powered transformation to shape the experiences and engagement of healthcare consumers, streamline operations, and improve the cost, quality, and equity of care.

We have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S., and Modern Healthcare consistently ranks us as one of the largest healthcare consulting firms.

Our strategic partnerships with industry-leading technology innovators—including AWS, Microsoft, Salesforce, Adobe, and more—accelerate healthcare organizations’ ability to modernize infrastructure, integrate data, and deliver intelligent experiences. Together, we shatter boundaries so you have the AI-native solutions you need to boldly advance business.

Ready to advance your journey as an intelligent healthcare organization?

We’re here to help you move beyond disconnected systems and toward a unified, data-driven future—one that delivers better experiences for patients, caregivers, and communities. Let’s connect and explore how you can lead with empathy, intelligence, and impact.

Modern Healthcare has once again recognized Perficient among the largest healthcare management consulting firms in the U.S., ranking us ninth in its 2025 survey. This honor reflects not only our growth but also our commitment to helping healthcare leaders navigate complexity with clarity, precision, and purpose.

What’s Driving Demand: Innovation with Intent

As provider, payer, and MedTech organizations face mounting pressure to modernize, our work is increasingly focused on connecting digital investments to measurable business and health outcomes. The challenges are real—and so are the opportunities.

Healthcare leaders are engaging our experts to tackle shifts from digital experimentation to enterprise alignment in business-critical areas, including:

• Digital health transformation that eases access to care.
• AI and data analytics that accelerate insight, guide clinical decisions, and personalize consumer experiences.
• Workforce optimization that supports clinicians, streamlines operations, and restores time to focus on patients, members, brokers, and care teams.

These investments represent strategic maturity that reshapes how care is delivered, experienced, and sustained.

Operational Challenges: Strategy Meets Reality

Serving healthcare clients means working inside a system that resists simplicity. Our industry, technical, and change management experts help leaders address three persistent tensions:

1. Aligning digital strategy with enterprise goals. Innovation often lacks a shared compass. We translate divergent priorities—clinical, operational, financial—into unified programs that drive outcomes.
2. Controlling costs while preserving agility. Budgets are tight, but the need for speed and competitive relevancy remains. Our approach favors scalable roadmaps and solutions that deliver early wins and can flex as the health care marketplace and consumer expectations evolve.
3. Preparing the enterprise for AI. Many of our clients have discovered that their AI readiness lags behind ambition. We help build the data foundations, governance frameworks, and workforce capabilities needed to operationalize intelligent systems.

Related Insights: Explore the Digital Trends in Healthcare

Consumer Expectations: Access Is the New Loyalty

Our Access to Care research, based on insights from more than 1,000 U.S. healthcare consumers, reveals a fundamental shift: if your healthcare organization isn’t delivering a seamless, personalized, and convenient experience, consumers will go elsewhere. And they won’t always come back.

Many healthcare leaders still view competition as other hospitals or clinics in their region. But today’s consumer has more options—and they’re exercising them. From digital-first health experiences to hyper-local disruptors and retail-style health providers focused on accessibility and immediacy, the competitive field is rapidly expanding.

• Digital convenience is now a baseline. More than half of consumers who encountered friction while scheduling care went elsewhere.
• Caregivers are underserved. One in three respondents manage care for a loved one, yet most digital strategies treat the patient as a single user.
• Digital-first care is mainstream. 45% of respondents aged 18–64 have already used direct-to-consumer digital care, and 92% of those adopters believe the quality is equal or better to the care offered by their regular health care system.

These behaviors demand a rethinking of access, engagement, and loyalty. We help clients build experiences that are intuitive, inclusive, and aligned with how people actually live and seek care.

Looking Ahead: Complexity Accelerates

With intensified focus on modernization, data strategy, and responsible AI, healthcare leaders are asking harder questions. We’re helping them find and activate answers that deliver value now and build resilience for what’s next.

Our technology partnerships with Adobe, AWS, Microsoft, Salesforce, and other platform leaders allow us to move quickly, integrate deeply, and co-innovate with confidence. We bring cross-industry expertise from financial services, retail, and manufacturing—sectors where personalization and operational excellence are already table stakes. That perspective helps healthcare clients leapfrog legacy thinking and adopt proven strategies. And our fluency in HIPAA, HITRUST, and healthcare data governance ensures that our digital solutions are compliant, resilient, and future-ready.

Optimized, Agile Strategy and Outcomes for Health Insurers, Providers, and MedTech

Discover why we been trusted by the 10 largest U.S. health systems, 10 largest U.S. health insurers, and 14 of the 20 largest medical device firms. We are recognized in analyst reports and regularly awarded for our excellence in solution innovation, industry expertise, and being a great place to work.

Contact us to explore how we can help you forge a resilient, impactful future that delivers better experiences for patients, caregivers, and communities.

The pressure is on for healthcare organizations to deliver more—more value, more equity, more impact. That’s where a well-known approach is stepping back into the spotlight.

If you’ve been around healthcare conversations lately, you’ve probably heard the resurgence of term value-based care. And there’s a good reason for that. It’s not just a buzzword—it’s reshaping how we think about health, wellness, and the entire care experience.

What Is Value-Based Care, Really?

At its core, value-based care is a shift away from the old-school fee-for-service model, where providers got paid for every test, procedure, or visit, regardless of whether it actually helped the patient. Instead, value-based care rewards providers for delivering high-quality, efficient care that leads to better health outcomes.

It’s not about how much care is delivered, it’s about how effective that care is.

This shift matters because it places patients at the center of everything. It’s about making sure people get the right care, at the right time, in the right setting. That means fewer unnecessary tests, fewer duplicate procedures, and less of the fragmentation that’s plagued the system for decades.

The results? Better experiences for patients. Lower costs. Healthier communities.

Explore More: Access to Care Is Evolving: What Consumer Insights and Behavior Models Reveal

Benefits and Barriers of Value-Based Care in Healthcare Transformation

There’s a lot to be excited about, and for good reason! When we focus on prevention, chronic disease management, and whole-person wellness, we can avoid costly hospital stays and emergency room visits. That’s not just good for the healthcare system, it’s good for people, families, and communities. It moves us closer to the holy grail in healthcare: the quintuple aim. Achieving it means delivering better outcomes, elevating experiences for both patients and clinicians, reducing costs, and advancing health equity.

The challenge? Turning value-based care into a scalable, sustainable reality isn’t easy.

Despite more than a decade of pilots, programs, and well-intentioned reforms, only a small number of healthcare organizations have been able to scale their value-based care models effectively. Why? Because many still struggle with some pretty big roadblocks—like outdated technology, disconnected systems, siloed data, and limited ability to manage risk or coordinate care.

That’s where digital transformation comes in.

To make value-based care real and sustainable, healthcare organizations are rethinking their infrastructure from the ground up. They’re adopting cloud-based platforms and interoperable IT systems that allow for seamless data exchange across providers, payers, and patients. They’re tapping into advanced analytics, intelligent automation, and AI to identify at-risk patients, personalize care, and make smarter decisions faster.

As organizations work to enable VBC through digital transformation, it’s critical to really understand what the current research says. Our recent study, Access to Care: The Digital Imperative for Healthcare Leaders, backs up these trends, showing that digital convenience is no longer a differentiator—it’s a baseline expectation.

Findings show that nearly half of consumers have opted for digital-first care instead of visiting their regular physician or provider.

This shift highlights how important it is to offer simple and intuitive self-service digital tools that help people get what they need—fast. When it’s easy to find and access care, people are more likely to trust you, stick with you, and come back when they need you again.

You May Also Enjoy: How Innovative Healthcare Organizations Integrate Clinical Intelligence

Redesigning Care Models for a Consumer-Centric, Digitally Enabled Future

Care models are also evolving. Instead of reacting to illness, we’re seeing a stronger focus on prevention, early intervention, and proactive outreach. Consumer-centric tools like mobile apps, patient portals, and personalized health reminders are becoming the norm, not the exception. It’s all part of a broader movement to meet people where they are and give them more control over their health journey.

But here’s an important reminder: none of these efforts work in a vacuum.

Value-based care isn’t just a technology upgrade or a process tweak. It’s a cultural shift.

Success requires aligning people, processes, data, and technology in a way that’s intentional and strategic. It’s about creating an integrated system that’s designed to improve outcomes and then making those improvements stick.

So, while the road to value-based care may be long and winding, the destination is worth it. It’s not just a different way of delivering care—it’s a smarter, more sustainable one.

Success In Action: Empowering Healthcare Consumers and Their Care Ecosystems With Interoperable Data

Reimagine Healthcare Transformation With Confidence

If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data + Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.

Meet Acquia Source

Acquia Source powered by Drupal is Acquia’s SaaS solution to streamline building, managing, and deploying websites at scale, representing a fundamental shift in how organizations approach digital experience creation. This innovative platform combines the power of Drupal with a modern component-based architecture, delivering a unique hybrid approach that bridges traditional CMS capabilities with contemporary development practices.

At its core, Acquia Source is a SaaS offering that provides Drupal functionality enhanced with a custom component architecture built on React and Tailwind CSS. Components can be created through React, Tailwind 4, and CSS, allowing developers to write CSS and React directly within the platform without need for complex dev workflows. This approach eliminates the need for custom modules or PHP code, streamlining the development process while maintaining the robust content management capabilities that Drupal is known for.

Unlike traditional Drupal implementations that require extensive backend development, Acquia Source focuses on frontend component creation and content architecture. This makes it accessible to a broader range of developers while still leveraging Drupal’s proven content management foundation. For detailed technical specifications and implementation guides, explore the comprehensive documentation and learn more about the platform on Acquia’s official pages.

Why Acquia Source is a Game-Changer

The React-based component architecture at the heart of Acquia Source offers several compelling advantages that address common pain points in digital experience development. It provides a user-friendly Experience Builder to help you create and edit pages, robust user management features to control permissions and collaboration, and a design system approach that enables teams to define and enforce style and interaction patterns across pages.

One of the most significant benefits is the demoable, out-of-the-box feature set that allows teams to showcase functionality immediately without extensive development work. Since Acquia Source operates as a SaaS solution, updates and platform management are completely offloaded from your team, eliminating the traditional burden of infrastructure maintenance, security patching, and version upgrades that typically consume resources in custom Drupal implementations.

The platform maintains Drupal’s standard content type architecture, ensuring that content creators and administrators can leverage familiar workflows and structures. This consistency reduces training requirements and maintains efficiency while introducing modern frontend capabilities.

Perhaps most importantly for development teams, Acquia Source uses React and CSS technologies that frontend developers already understand. Unlike proprietary low-code solutions that require learning platform-specific languages or architectures, developers can immediately apply their existing React and Tailwind CSS knowledge. This eliminates the typical learning curve associated with new platforms and enables faster team onboarding and development.

Changing the Playbook for Smaller companies

Acquia Source fundamentally changes the accessibility of high-end digital Drupal experiences, particularly for smaller companies and businesses that previously couldn’t justify the cost or complexity of enterprise-level implementations. The platform’s quick spin-up capability means organizations can have a sophisticated digital presence operational in weeks/months rather than months/years.

With updates handled entirely by the SaaS solution, businesses no longer need to budget for ongoing maintenance, security updates, or platform upgrades. This predictable cost model makes enterprise-level functionality accessible to organizations with limited technical resources or budget constraints.

The platform eliminates the need for complex strategy engagements or extensive architecture planning that typically precede major Drupal implementations. For many use cases, the offering can be as simple as skinning out-of-the-box components to match brand requirements, dramatically reducing both time-to-market and project complexity. Gone are the days of extensive discussions about which address module or maps integration are required for a specific implementation.

The content-type-only architecture approach allows smaller development teams to deliver sophisticated results without deep Drupal expertise. This lower barrier of entry enables smaller firms to confidently engage with top-tier Acquia partners such as Perficient, providing access to extensive libraries of industry and technology-specific experts without requiring large internal development teams. This ease of access means that businesses can leverage enterprise-grade expertise and proven methodologies regardless of their size or internal technical capabilities.

Conclusion: Your Next Learning Priority

Acquia Source represents the future of accessible, scalable digital experience development. By combining the proven content management capabilities of Drupal with modern React-based component architecture, it offers a compelling solution for organizations seeking to deliver sophisticated digital experiences without the traditional complexity and resource requirements.

For marketing professionals, Acquia Source offers unprecedented speed-to-market, creative flexibility and ability to leverage existing frontend resources. For architects and developers, it provides a platform that leverages existing skills while eliminating infrastructure concerns and reducing project complexity.

The platform’s unique position in the market, providing advanced Drupal capabilities through a SaaS model with familiar development technologies makes it an invaluable tool for any developer or agency to have in their toolbox.

Start your Acquia Source journey today by exploring the comprehensive documentation and registering for the Partner Master Class: Introducing Acquia Source powered by Drupal to gain hands-on experience with this transformative platform.

Whether you’re building embedded software for next-gen diagnostics, modernizing lab systems, or scaling user-facing platforms, the pressure to innovate is universal, and AI is becoming a key differentiator. When embedded into the software development lifecycle (SDLC), AI offers a path to reduce costs, accelerate timelines, and equip the enterprise to scale with confidence. 

But AI doesn’t implement itself. It requires a team that understands the nuance of regulated software, SDLC complexities, and the strategic levers that drive growth. Our experts are helping MedTech leaders move beyond experimentation and into execution, embedding AI into the core of product development, testing, and regulatory readiness. 

“AI is being used to reduce manual effort and improve accuracy in documentation, testing, and validation.” – Reuters MedTech Report, 2025 

Whether it’s generating test cases from requirements, automating hazard analysis, or accelerating documentation, we help clients turn AI into a strategic accelerator. 

AI-Accelerated Regulatory Documentation 

Outcome: Faster time to submission, reduced manual burden, improved compliance confidence 

Regulatory documentation remains one of the most resource-intensive phases of medical device development.  

• Risk classification automation: AI can analyze product attributes and applicable standards to suggest classification and required documentation. 
• Drafting and validation: Generative AI can produce up to 75% of required documentation, which is then refined and validated by human experts. 
• AI-assisted review: Post-editing, AI can re-analyze content to flag gaps or inconsistencies, acting as a second set of eyes before submission. 

AI won’t replace regulatory experts, but it will eliminate the grind. That’s where the value lies. 

For regulatory affairs leaders and product teams, this means faster submissions, reduced rework, and greater confidence in compliance, all while freeing up resources to focus on innovation. 

Agentic AI in the SDLC 

Outcome: Increased development velocity, reduced error rates, scalable automation 

Agentic AI—systems of multiple AI agents working in coordination—is emerging as a force multiplier in software development. 

• Task decomposition: Complex development tasks are broken into smaller units, each handled by specialized agents, reducing hallucinations and improving accuracy. 

• Peer review by AI: One agent can validate the output of another, creating a self-checking system that mirrors human code reviews. 

• Digital workforce augmentation: Repetitive, labor-intensive tasks (e.g., documentation scaffolding, test case generation) are offloaded to AI, freeing teams to focus on innovation. This is especially impactful for engineering and product teams looking to scale development without compromising quality or compliance. 

• Guardrails and oversight mechanisms: Our balanced implementation approach maintains security, compliance, and appropriate human supervision to deliver immediate operational gains and builds a foundation for continuous, iterative improvement. 

Agentic AI can surface vulnerabilities early and propose mitigations faster than traditional methods. This isn’t about replacing engineers. It’s about giving them a smarter co-pilot. 

AI-Enabled Quality Assurance and Testing 

Outcome: Higher product reliability, faster regression cycles, better user experiences 

AI is transforming QA from a bottleneck into a strategic advantage. 

• Smart regression testing: AI frameworks run automated test suites across releases, identifying regressions with minimal human input. 
• Synthetic test data generation: AI creates high-fidelity, privacy-safe test data in minutes—data that once took weeks to prepare. 
• GenAI-powered visual testing: AI evaluates UI consistency and accessibility, flagging issues that traditional automation often misses. 
• Chatbot validation: AI tools now test AI-powered support interfaces, ensuring they provide accurate, compliant responses. 

We’re not just testing functionality—we’re testing intelligence. That requires a new kind of QA.

Organizations managing complex software portfolios can unlock faster, safer releases. 

AI-Enabled, Scalable Talent Solutions 

Outcome: Scalable expertise without long onboarding cycles 

AI tools are only as effective as the teams that deploy them. We provide specialized talent—regulatory technologists, QA engineers, data scientists—that bring both domain knowledge and AI fluency. 

• Accelerate proof-of-concept execution: Our teams integrate quickly into existing workflows, leveraging Agile and SAFe methodologies to deliver iterative value and maintain velocity. 
• Reduce internal training burden: AI-fluent professionals bring immediate impact, minimizing ramp-up time and aligning with sprint-based development cycles. 
• Ensure compliance alignment from day one: Specialists understand regulated environments and embed quality and traceability into every phase of the SDLC, consistent with Agile governance models. 

Whether you’re a CIO scaling digital health initiatives or a VP of Software managing multiple product lines, our AI-fluent teams integrate seamlessly to accelerate delivery and reduce risk. 

Proof of Concept Today, Scalable Solution Tomorrow 

Outcome: Informed investment decisions, future-ready capabilities 

Many of the AI capabilities discussed are already in early deployment or active pilot phases. Others are in proof-of-concept, with clear paths to scale. 

We understand that every organization is on a unique AI journey. Whether you’re starting from scratch, experimenting with pilots, or scaling AI across your enterprise, we meet you where you are. Our structured approach delivers value at every stage, helping you turn AI from an idea into a business advantage. 

As you evaluate your innovation and investment priorities across the SDLC, consider these questions: 

1. Are we spending too much time on manual documentation?
2. Do we have visibility into risk classification and mitigation?
3. Can our QA processes scale with product complexity?
4. How are we building responsible AI governance?
5. Do we have the right partner to operationalize AI?

Final Thought: AI Demands a Partner, Not Just a Platform 

AI isn’t the new compliance partner. It’s the next competitive edge, but only when guided by the right strategy. For MedTech leaders, AI’s real opportunity comes by adopting and scaling it with precision, speed, and confidence. That kind of transformation can be accelerated by a partner who understands the regulatory terrain, the complexity of the SDLC, and the business outcomes that matter most. 

No matter where you sit — on the engineering team, in the lab, in business leadership, or in patient care — AI is reshaping how MedTech companies build, test, and deliver value. 

From insight to impact, our industry, platform, data, and AI expertise help organizations modernize systems, personalize engagement, and scale innovation. We deliver AI-powered transformation that drives engagement, efficiency, and loyalty throughout the lifecycle—from product development to commercial success. 

• Business Transformation: Deepen collaboration, integration, and support throughout the value chain, including channel sales, providers, and patients. 
• Modernization: Streamline legacy systems to drive greater connectivity, reduce duplication, and enhance employee and consumer experiences. 
• Data + Analytics: Harness real-time data to support business success and to impact health outcomes. 
• Consumer Experience: Support patient and consumer decision making, product usage, and outcomes through tailored digital experiences. 

Ready to move from AI potential to performance? Let’s talk about how we can accelerate your roadmap with the right talent, tools, and strategy. Contact us to get started. 

Customer experience (CX) continues to be a defining factor in business success. In a digital-first world, even a single poor interaction can drive customers to competitors, contributing to an estimated $1.6 trillion in annual losses in the U.S. alone. On the other hand, exceptional omnichannel experiences build trust, deepen loyalty, and turn customers into lifelong advocates.

Perficient included in IDC Market Glance: Customer Experience Services, 2025

We’re proud to share that Perficient has once again been included in the category of IT Services Providers in the IDC Market Glance: Customer Experience Services, 2Q25 report (doc #US52469525, June 2025).

According to IDC, “Agentic AI and GenAI are working their way into marketing and sales technologies and services, beginning with a pragmatic focus on automating, improving and scaling existing business processes and offerings. New AI-based business models have yet to emerge, but AI is already putting existing CX services under pressure to change.”

Embracing an AI-First Future

As part of our AI-first company mission, Perficient is committed to helping organizations harness the power of artificial intelligence to revolutionize customer experiences. From the use of generative AI in content creation and virtual agents, to intelligent automation and predictive analytics, we’re enabling businesses to unlock new levels of personalization, efficiency, and growth.

Strategy Meets Innovation

Our strategists use Journey Science, a core component of our Envision Framework, to help clients identify opportunities, define a customer-centric vision, and build a prioritized roadmap for transformation. This approach ensures that every touchpoint is optimized to deliver seamless, personalized, and measurable experiences.

Operationalizing CX with Data and AI

The future of CX is rooted in customer obsession—and we help you execute that vision. By combining deep customer insights with AI-powered tools and data-driven strategies, we enable organizations to deliver extraordinary value at every stage of the customer journey.

Ready to elevate your customer experience strategy? Explore how Perficient’s AI-first approach and CX expertise can help you drive measurable results: Customer Experience + Digital Marketing Services | Perficient

Consumers aren’t waiting for healthcare to evolve—they’re already redefining what access means. They expect care to be affordable and available, but that’s only the beginning. Increasingly, they also demand experiences that are convenient, personalized, and digitally seamless. When those expectations aren’t met, they don’t hesitate to look elsewhere.

Understanding this shift requires more than demographic segmentation or digital analytics. It calls for a behavioral lens. Maslow’s Hierarchy of Needs and the Transtheoretical Model (TTM) offer complementary frameworks that, when applied together with journey sciences, reveal a spectrum of motivations driving healthcare decisions today. 

• Maslow helps us understand the “what”—the needs consumers are trying to meet, from cost and access to comfort, trust, and self-agency.
• TTM explains the “how”—the stages people move through as they prepare to engage with care.

But in today’s healthcare environment, these needs and behaviors don’t unfold in a predictable sequence. Instead, consumers express a unique blend of foundational requirements and lifestyle-driven expectations, shaped by digital-native habits and experiences in other service industries. 

This convergence of digital and human needs reframes how healthcare organizations must think about access to care.

The following five themes illustrate how a digital strategy informed by Maslow’s hierarchy, the Transtheoretical Model, and consumer insights can help healthcare leaders reduce friction, deepen engagement, and deliver measurable value across the care journey. 

Maslow’s Hierarchy Reimagined for Modern Healthcare 

Consumers still care about the basics—cost, insurance acceptance, and appointment availability. But they also expect experiences that reflect their identity, preferences, and time constraints. These expectations map to Maslow’s Hierarchy of Needs, but not in a linear way. 

• Foundational Needs: Insurance acceptance, out-of-pocket costs, appointment availability 
• Psychological Needs: Trust in providers, comfort with care teams, digital convenience 
• Self-Fulfillment Needs: Personalized experiences, proactive health management, seamless coordination 

Strategic Insight: Consumers are blending survival needs with lifestyle demands. Digital transformation must address both simultaneously. 

Behavioral Change is a Journey—Use the Transtheoretical Model to Guide It 

TTM offers a behavioral framework that aligns with how consumers engage with healthcare: 

Why it matters: Aligning digital tools with behavioral stages helps move consumers from passive to proactive engagement, improving both outcomes and retention. 

Caregivers Are the Hidden Power Users of Your Network 

One in three respondents in our 2025 Access to Care healthcare research study identified as caregivers. These important participants aren’t just supporting others. They’re often making the decisions about care teams, insurance plans, appointments, and more.

That means one person’s health care decisions can influence the outcomes and satisfaction of an entire household and beyond. Ignoring this persona means missing out on a major driver of patient loyalty and continuity. 

Design for Caregivers by Enabling: 

• Multi-profile scheduling 
• Shared access to care plans and records 
• Streamlined communication across care teams 

Friction is Expensive and Avoidable 

When scheduling is hard, people delay care or abandon it altogether. That’s not just a patient experience issue. It’s a revenue and health outcomes issue. Our 2025 Access to Care healthcare research study revealed that:

• 33.8% of caregivers reported difficulty scheduling care 
• 23.3% of all respondents who reported appointment-scheduling friction said this led to worsened health 
• More than 50% of those who experienced friction switched providers 

Actionable Moves: 

• Prioritize multi-modal engagement (digital, phone, in-person) 
• Integrate financial transparency into scheduling workflows 
• Design for caregivers—the hidden influencers of health decisions 

Healthcare is Competing With Commerce—And Losing Ground 

Digital-first care platforms are gaining traction because they’re easy, fast, and transparent. Consumers don’t compare healthcare to other hospitals or member portals—they compare it to Amazon, Uber, and their favorite apps. 

Strategic Response: 

• Treat Find-a-Provider as your digital front door 

• Use AI and predictive analytics to match patients with the right care, then make the path to schedule and receive care as seamless as possible

• Partner with urgent care and digital-first platforms to extend reach 

Final Word: Build for Behavior, Not Just Compliance 

Access isn’t a single point—it’s a cascade of decisions, behaviors, and expectations. By aligning digital strategy with a deep understanding of consumer behavior—whether through the lens of Maslow’s Hierarchy of Needs, the Transtheoretical Model (TTM), or journey sciences—healthcare leaders can design systems that are not only more human but more effective. 

Access is the new front door. Make sure it opens easily. 

Ready to Elevate Access to Care?

If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data + Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S.  Explore our healthcare expertise and contact us to learn more.

Faced with rising patient volumes, care complexity, and financial and labor pressures, healthcare organizations are looking at new ways to deliver better outcomes more efficiently. Intelligent automation (IA) has emerged as a powerful solution for achieving operational excellence and enhancing decision-making.

This is the first installment of our Intelligent Automation in Healthcare blog series, where we’ll explore what IA really means, how it differs from previous automation solutions, and why it’s becoming essential for healthcare transformation.

In this series, we’ll go over 4 key areas of IA and what it means for healthcare organizations:

• This article, Part 1, discusses what IA really means and why it’s essential for healthcare transformation
• Part 2 considers how increasing patient volumes and care complexity are overwhelming healthcare systems, and how IA can help
• Part 3 considers the economic and operational pressures healthcare organizations face, and how IA supports cost control and revenue growth
• Part 4 explores how IA helps healthcare organizations meet regulatory mandates, manage risk, and build future-ready systems

How Intelligent Automation Is Streamlining Healthcare Workflows

The term automation has been around for decades, but its meaning has evolved significantly in recent years. In the 1990s and early 2000s, legacy automation focused on rules-based workflows such as claims routing or basic task automation. These solutions were rigid, code-intensive, and often required traditional process modeling and orchestration using BPMN (Business Process Model and Notation). While they previously offered some efficiency benefits, they currently lack the adaptability and intelligence needed for modern, scalable systems.

That’s where IA comes in. Intelligent Automation offers a more streamlined way of enabling real-time decisioning and dynamic workflows by leveraging different automation technologies together. It’s not accomplished by a single technology working independently, but rather through a combination of insights and technologies acting in concert.

Key Components of Intelligent Automation

It’s common for enterprises to approach automation through a technology lens like robotic process automation (RPA) and then report they are “fully automated.” These organizations sought a specific solution and, in most cases, are stretching the technology beyond its intended purpose.

While partial automation can be achieved through traditional digital process automation (DPA) platforms or process orchestration, IA occurs at the intersection of process mining, DPA, RPA, and artificial intelligence (AI). We are now moving towards an era of agentic frameworks, where automation isn’t limited to executing repetitive manual tasks or following predefined workflows, but also provides recommendations and decisions based on situational context and which actions can be taken.

Key components of Hyperautomation include:

• RPA and APA: Robotic process automation and the new Agentic process automation to not only automate repetitive tasks but also do complex automation with contextual awareness
• GenAI-enabled Process Discovery: Using generative AI to transform legacy business processes and application
• Agentic AI: Autonomous decision making within business workflows
• Case Management: Managing complex business process with defined stages and steps to move a case through it
• Intelligent Document Processing (IDP): Digitizing unstructured data from claims, enrollment forms, and faxes to enable seamless DPA across platforms.
• Low code/No code: Solution development with minimal coding effort

These technologies work together to reduce costs, improve process quality, and increase speed and agility—while also enhancing the experiences of patients, providers, and employees.

Learn More: Engineering Wellness and Efficiency in the Generative AI Era

The Need for Intelligent Automation Is Growing

Digital transformation demands agility and flexible frameworks ​that legacy systems do not support, which is accelerating the adoption of IA in healthcare.

The momentum is undeniable:

• In its 2025 healthcare predictions report, Forrester estimates that half of the top 10 U.S. health insurers will implement AI-powered tools to support contact center employees and care advocates​ in 2025.
• In its FutureScape Worldwide Healthcare Industry 2025 Predictions report, IDC predicts that by 2027, IA is projected to help the healthcare sector save up to $382 billion by enhancing efficiency across clinical, operational, and administrative workflows.

These trends reflect a growing acknowledgement that automation is not only a cost-saving tool, but a strategic enabler of better care delivery, operational resilience, and competitive advantage.

You May Also Enjoy: Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience [Webinar]

How Intelligent Automation Can Transform Healthcare Organizations

IA is already transforming healthcare across a wide range of functions. Here are just a few examples of how it can improve patient, provider, and payer operations:

Conversational AI (using GenAI)

• Context search across multiple documents based on prompts
• Case summary and comparison of content

Document Triage

• Channel intake, classification, data extraction, validation, and entry
• Integration of specialized AI and generative AI for faster, more accurate processing

Patient & Provider Operations

• Patient enrollment, insurance and benefit verification, prior authorization, scheduling
• Provider validation and NPI search
• Provider lifecycle management

Pharmacy & Supply Chain

• Order fulfillment, inventory management, compliance, and patient profiling
• Manage supply chain disruptions with AI

Consultation & Care

• Case management, utilization management, clinical analytics, and value-based care
• Prior Auth modernization

Claims Processing

• End-to-end automation from claim ingestion to quality control and audit
• Member and provider outreach, Medicare coordination, and COB

Enrollment

• End to end automation of enrollment process for requests received from different channels

These use cases go beyond simple task automation by reimaging entire workflows to deliver better outcomes, reduce costs, and improve efficiencies.

Read More: Revolutionizing Clinical Trial Data Management with AI-Powered Collaboration

Empowering Intelligent Healthcare Solutions Through Automation

Perficient combines strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations:

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

We are trusted by leading technology partners, mentioned by analysts, and Modern Healthcare consistently ranks us as one of the largest healthcare consulting firms.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare and automation expertise. Contact us to learn more.

And don’t miss Part 2 of this series, where we’ll be exploring how increasing patient volumes and care complexity are overwhelming healthcare systems, and how IA can help. See you then!