Forrester

For Customer Experience Professionals

Report:Case Study: Regence Cracks The Transparency Code

How A Focus On User Goals Breaks Down Silos Between Online Tools

In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out...

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For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2011: Health Insurers

Forrester Applies Its Website Review Methodology To Seven Health Insurers' Sites

Health plans have invested a lot in their public consumer-facing websites. But have those investments yielded consumer-friendly experiences? To find out, Forrester evaluated the public websites of...

• Downloads: 620

For Customer Experience Professionals

Report:US Physician Web Sites: Poorly Designed And Underutilized

Most industries take basic Web capabilities, such as offering essential information about the business and some basic communication capability, for granted — but the medical industry can't....

• Downloads: 353

For Customer Experience Professionals

Report:Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool

As health insurance plans get more complex and members' responsibility rises, insurers struggle to meet members' needs for accurate plan- and member-specific cost estimates for medical services. In...

• Downloads: 406

For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 764

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

• Downloads: 1266

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2010

Lessons Learned From 35 Website User Experience Reviews Across Six Industries

In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...

• Downloads: 1374

For Customer Experience Professionals

Tool:Consumers Report Low Utilization And Moderate Satisfaction With Physician Web Sites

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1316
• Comments: 7
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For Customer Experience Professionals

Report:Case Study: Designing Humana's Mobile Suite

How Customer Experience Professionals Can Support Mobile Experiences

Mobile is quickly becoming a key touchpoint for consumers across industries, and health insurers are no exception. Insurers are jumping on the mobile bandwagon, but many are still unsure of how to...

• Downloads: 397
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