American Well Corp. (Amwell) says is seeing a fundamental evolution in how corporate buyers and consumers navigate digital medicine.

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During the company’s earnings call Tuesday (Nov. 3) evening, Amwell Chairman and CEO Dr. Ido Schoenberg began by addressing the reality facing its customers at a time when health plans are facing projected cost increases of 8% to 11% in 2027.

Against this backdrop, employers are scaling back redundant digital vendor contracts and prioritizing platforms that drive actual patient utilization. Schoenberg stressed that health plans “no longer buy access. They buy engagement and outcomes.”

Consumer behavior is shifting toward integrated care models and digital tools. Schoenberg noted that three in 10 adults now use AI tools monthly for health information, compared to out of every six two years ago.

In response, Amwell updated its member portal—cutting returning user screens from 12 to three—which helped increase patient visit satisfaction ratings to 4.9 out of 5. That friction reduction coincided with a 41% year-over-year surge in virtual primary care visits, highlighting demand for ongoing digital clinician relationships rather than one-off urgent care consults.

As for its own numbers, Amwell reported revenues of $49 million, down 12.9% year-over-year but $1 million above its guidance range. The company raised its full-year 2026 revenue guidance to between $204 million and $206 million, from $200 million to $205 million.

Addressing customer frustration over vendor sprawl and member confusion—noting that “a member who does not know where to start does not start”—Amwell is positioning its software infrastructure as a bridge between automated tools and medical professionals.

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