Michele Hart-Henry, Managing Director, Connelly Partners Health

In this time of predictions, prognostications and resolutions, we reviewed a few healthcare engagement trends we expect to see more of in 2025 and beyond. These trends are presented in no particular order. Nor are they ranked in importance. Instead, it’s a semi-random list of the things we find interesting in today’s healthcare marketplace. Critically, though, all the research and articles we read to compile this list were woefully short on insight into consumer response to any of these developments. Therefore, because healthcare, at its core, is inherently about humans, we’ve added our thoughts about consumer acceptance of these predictions based on their current or anticipated behaviors. 

Convenience-Driven Strategic Partnerships

In Brief: Partnerships between healthcare providers and technology companies merge clinical expertise with innovative solutions, streamlining patient care and improving accessibility.

Examples: Amazon’s One Medical partnership with Cleveland Clinic demonstrates how collaborations simplify healthcare delivery. Through Amazon’s ecosystem, patients benefit from integrated appointment scheduling, 24/7 telehealth services, and medication reminders. Similarly, ride-app company Lyft is partnering with health systems through Lyft Healthcare to improve access to care by providing free or low-cost rides to those who may have transportation issues that interfere with their ability to access needed care.

Consumer Response: According to research by McKinsey and others, convenience significantly influences consumers’ health choices. Factors like location, accessibility, appointment scheduling ease, waiting times, and access to care without disrupting their daily routines rank high in patient satisfaction scores. Patients appreciate the convenience and comprehensive care these partnerships provide. Integrating health services into platforms they use daily, like Amazon or Lyft, makes healthcare more accessible and user-friendly.

Future: More collaborations that create ease, convenience, and accessibility will likely occur, such as between wearable tech companies like Fitbit and hospitals, enabling real-time health monitoring and preventive care programs. Or Apple and its Smartwatch collaborations with research initiatives and institutions.

AI-Driven Information Delivery

In Brief: AI is transforming healthcare by delivering personalized, timely information to patients, improving engagement and satisfaction.

Examples: NHS Scotland is trialing an AI-powered physiotherapist named Kirsty to address back pain and reduce wait times. Patients receive same-day virtual appointments and personalized care plans via a mobile app. In the US, organizations like Buoy Health use AI-powered tools to help assess symptoms, while Mayo Clinic uses an AI chatbot to provide accurate, personalized information about conditions and treatments based on user queries. For example, if someone asks about managing diabetes, it might give meal-planning tips, glucose-monitoring advice, and links to clinical guidelines. Lirio, a Tennessee-based behavior change management company, uses AI-powered tools to deliver personalized “nudges” to promote positive health behaviors.

Consumer Response: While many patients value the efficiency and accessibility of AI tools, they remain cautious about their accuracy and the lack of human interaction. Kirsty’s initial reception highlights appreciation for prompt care, though long-term success depends on user experience and outcomes. Perceptions of AI chatbots vary based on age, education level, and familiarity with technology, affecting acceptance and trust levels (see our previous post on consumer acceptance of AI).

Future: AI could evolve into real-time health coaching tools, for example, alerting diabetic patients about glucose level trends or providing preventive care insights based on wearable data. AI chatbots in healthcare offer promising benefits in personalization, accessibility and patient engagement; however, addressing concerns related to trust, empathy, and data security is crucial for broader acceptance and effective utilization.

Omnichannel Patient Connection

In Brief: As noted above, convenience and choice are the hallmarks of healthcare consumerism. Engaging patients through multiple platforms – of their choosing – ensures consistent communication and fosters stronger relationships throughout their healthcare journey.

Examples: Kaiser Permanente integrates mobile apps, email, telemedicine portals, and in-person visits to provide a seamless patient experience. Beyond EPIC or other EMR-based portals, empowering omnichannel tools such as Canada’s Telus Health’s Home Health Monitoring (HHM) enable patients to monitor their health metrics at home and share this information electronically with their healthcare providers. This facilitates proactive care management and potentially creates positive behavior management among health consumers. 

Consumer Response: Patients value the flexibility to choose their preferred communication channels. This approach increases satisfaction and loyalty by meeting patients where they are, both physically and digitally. Moreover, as these tools evolve to support health consumerism and positive behavior change, satisfaction with and loyalty to their providers will only increase. 

Future: In addition to currently available channels, healthcare providers will continue to incorporate Augmented Reality (AR) or Virtual Reality (VR) into their consultations and behavior change programs or deploy customized wearable notifications to create even more engaging and personalized experiences.

Consumerism in healthcare isn’t new; however, health organizations must continue to evolve in addressing the demand for care and communicating on consumers’ terms, meeting them where, how, and when they want to be met.

Anthony Quagliata, Search Marketing Manager

In 2021, Google changed the search landscape by introducing an AI-driven campaign called Performance Max. It would aim to use AI to optimize and deliver ads based on a range of signals. These signals include locations, budgets, search themes, audience intent, and historical performance, allowing Performance Max to be a tool for advertisers that aims for a broader reach beyond traditional search. Performance Max differs from traditional search in its ability to optimize ad placement across multiple inventories rather than focusing solely on keywords and more manual optimizations that land on search engine result pages (SERP). Those inventories include Search, YouTube, Display, Discover, Gmail, and Maps.

Performance Max leverages signals and AI, making it an excellent choice for advertisers looking for an easy, all-in-one campaign solution. Given this campaign’s automation, it can allow for more efficient campaign management, allowing more time for strategic decision-making and other optimizations. Additionally, it can be a powerful tool due to its ability to span across different inventories away from the SERP. It allows advertisers to reach consumers at various parts of their journey, from visual results like video to the SERP.

While it is a powerful tool that can act as a great multitouch point conversion driver, it was not met without question during its initial launch. At first, many advertisers considered it a black box because of its limited control and insights. Since then, Performance Max has undergone several updates that have improved its capabilities, making it a better tool for digital marketers. Those updates have included enhanced asset optimization, reporting and audience signal updates, and performance insights.

Despite the changes Performance Max has undergone, it may still not be the best solution for all advertisers. It typically performs best when an advertiser sets the campaign up with a clear goal, such as driving conversions. It also may not be the best fit for an advertiser who does not have vast creatives and needs significant control over a campaign, such as using specifically selected keywords and ad copy instead of signals and various ad formats. Additionally, Performance Max may not always capture every query that a traditional search campaign targeting keywords with specific intent would. For example, an advertiser may use a traditional search campaign with carefully selected keywords based on intent and match type to ensure ads serve people with specific focuses. On the automated side, Performance Max would use AI to decipher consumer behavior based on different factors like signals and the pages used, so it may not pick up specific search queries. 

Advertisers with clear goals who wants to take advantage of automation and manual targeting should consider using Performance Max to complement traditional paid search, as Google suggests, not as a replacement. 

When used together, the two campaign types offer a full-funnel approach, allowing advertisers to reach consumers at every part of the consumer journey. While Performance Max can reach consumers at the right parts of the user journey, traditional search ensures captured demand when consumers get further down the funnel with specific searches. A traditional search campaign setup allows for a more hands-on combination of keywords, ad copy, and landing pages that can cover a particular consumer intent instead of signals and AI that Performance Max may not always pick up. Inversely, running a traditional search campaign without leveraging Performance Max could result in missing out on reaching relevant consumers and building awareness through inventory like YouTube or Display.

As Google adjusts its campaigns, solutions like Performance Max that leverage AI across Google’s different inventories will continue to be crucial for success. While these AI-leveraged campaigns can be significant and provide substantial automation and scale, it is essential to remember they effectively complement traditional search rather than replace it. Combining the two allows advertisers to maximize their reach across Google while filling gaps with strategically selected keywords that Performance Max may not cover—truly offering the best of both worlds in automation and manual campaigns to ensure a full-funnel approach to the consumer journey.

Karla Whelan, Senior Account Manager

From the moment I opened the email confirming my selection for the 2024 Female Futures Fund Programme, I felt like my heart skipped a beat. To say I was thrilled would be an understatement—I was absolutely elated! The thought of the incredible journey ahead, the inspiring women I’d meet, and the transformative opportunities this programme promised left me buzzing with anticipation.

In what felt like no time at all, I was walking into our first session, surrounded by 25 extraordinary women from across the advertising, media, and communications industries. From the very beginning, it was clear this wasn’t just another leadership program—it was an experience meticulously crafted to empower and inspire women at every level of their careers.

Each session focused on themes central to Women in Leadership, offering insights that felt as practical as they were profound. We explored everything from discovering our unique leadership styles to tackling challenges that disproportionately affect women in our field. What made it truly impactful was how tailored every session was to our real-world experiences. This wasn’t abstract theory—it was actionable advice, strategies, and wisdom I could implement immediately.

The peer mentorship throughout the programme was one of its most rewarding aspects. We didn’t just learn from the experts; we learned so much from each other. Every conversation with these talented, driven women was an opportunity to gain fresh perspectives and honest advice. There’s something so powerful about connecting with people who truly understand your journey because they’re on their own. It wasn’t just about building a network—it felt like building a safety net of encouragement, ideas, and inspiration.

What I appreciated most was the programme’s emphasis on vulnerability. Leadership can often feel like relentless pressure to have all the answers. Yet, this programme showed us that it’s okay not to know everything, ask for help, and navigate uncertainty gracefully. Embracing vulnerability became a strength, not a weakness, and that lesson will stay with me forever.

Hearing from women like Charley Stoney, CEO of IAPI, and our very own Vaunnie McDermott was nothing short of transformative. Their stories along with our other speakers were woven with authenticity and wisdom, resonated deeply—not just with me, but with every woman in the programme. They reminded us of the importance of balance, ambition, and staying true to ourselves as we navigate our personal and professional journeys.

If you’re considering applying for the Female Futures Fund Programme, let me offer this simple advice: do it. It’s a decision you won’t regret. And a heartfelt thank you to Connelly Partners for nominating me for this incredible opportunity. It’s an experience that has left a mark on me, one I’ll carry with me throughout my career and beyond.

Women’s sports are surging in popularity, yet the coverage continues to fall short. Women only get 8% of U.S. sports coverage. We set out to narrow the visibility gap for female athletes by changing the way we cover women’s sports, in partnership with the USGA and Brae Burn Country Club.

When we learned the USGA’s Women’s Mid-Amateur tournament was coming to Brae Burn Country Club, one of the toughest courses in the country, we had one question: how do we get these women the coverage they deserve?

The event had never been televised, and we recognized the need for a new storytelling approach—one that captures the unique female narratives. Research revealed that social media is crucial for boosting fan engagement and increasing visibility for women’s sports.

We launched the “Let’s Shoot Their Shot” campaign. Using social media to turn spectators into storytellers, we rallied a community of attendees, content creators, and fans to post coverage from their own accounts.

We showcased the incredible golf – and also narratives around pregnant and postpartum golfers, matching outfits, the 9-5s these women work outside the sport, and more.

Our digital hub became a gathering place for all content, offering the world a chance to experience the Mid-Am championship & these athletes in a whole new way.