Forrester

For eBusiness & Channel Strategy Professionals

Report:Trends 2013: North American Insurance eBusiness And Channel Strategy

Disruption Drives 12 Trends In Digital Insurance Agendas

There's one word that sums up what's going on in the business of insurance right now: disruption. There are four drivers behind the state that the industry is in, all of which have implications...

• Downloads: 155

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 285

For Customer Experience Professionals

Report:Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

• Downloads: 608

For eBusiness & Channel Strategy Professionals

Report:Using Channel Satisfaction Data To Build The Business Case For eBusiness

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

• Downloads: 920

For Customer Experience Professionals

Report:The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

• Downloads: 1314

For Customer Insights Professionals

Report:Consumer Engagement In Personal Healthcare Finance Dropped In 2008

Healthcare Marketers Have An Uphill Battle Ahead Of Them

According to Forrester's North American Technographics® Healthcare Online Survey, Q2 2008, 39% of non-elderly commercially insured adults in the US now own a health spending account. This...

• Downloads: 298

For eBusiness & Channel Strategy Professionals

Report:The Next Wave Of Individual Purchasers: The (Recently) Uninsured

What does the average uninsured person in the US look like? Are there differences among this population? Is there a real market opportunity for healthcare eBusiness managers hoping to gain individual...

• Downloads: 268

For eBusiness & Channel Strategy Professionals

Report:Individual Purchasers Of Health Insurance Want Control

The Demographic Profiles And Attitudes Of US Individual Purchasers Of Health

Who's purchasing individual insurance? And why? To answer these and other questions, we looked at Forrester's North American Technographics® Healthcare Online Survey, Q2 2008. We found that...

• Downloads: 554

For eBusiness & Channel Strategy Professionals

Report:A Look At The Year Ahead: eBusiness Will Be Crucial To Health Insurers

2009 Will Be A Time Of Uncertainty And Transition In The Healthcare Industry

A recession is hitting US consumers hard as the financial crisis continues to send ripples across US and global economies. Most US industries are feeling the effects —banks, retailers, auto...

• Downloads: 576

For Customer Experience Professionals

Report:Use Personas To Design For Engagement

Highlights From A Panel At Forrester's Marketing Forum 2008

At Forrester's Marketing Forum, we held a session with three pairs of agencies and clients that have used personas very effectively. When QVC and Critical Mass redesigned the QVC Web site to create a...

• Downloads: 1239

For eBusiness & Channel Strategy Professionals

Report:How To Use The Web To Attract And Retain Individual Health Plan Membership

Forrester Exposes Glaring Lack Of Loyalty In A Highly Price-Sensitive Market

Individual consumers seeking health coverage are increasingly going online to find it, but today, many health insurers' Web sites are ill-prepared to turn these visitors into profitable members....

• Downloads: 740

For Marketing Leadership Professionals

Report:Forecast Overview For The eBusiness, Channel & Product Management Professional

This Forecast Overview organizes Forrester's vast body of forecasts relevant to professionals in eBusiness, Channel & Product Management. This document lists all the existing relevant US and European...

• Downloads: 1638

For Marketing Leadership Professionals

Report:Social Computing Strategy For Life Sciences Firms

Like it or not, Social Computing is coming to the life sciences industry. If you don't believe us, check out the YouTube video of a purported Eli Lilly sales rep dishing ZYPREXA's side effects or...

• Downloads: 636

For eBusiness & Channel Strategy Professionals

Report:Who Buys Drugs Online?

Most Consumers Still Buy Offline And Ignore Drug Advertisements

Despite the fact that U.S. consumers are shopping for everything from music to clothing online, prescription medications just don't make it to their online shopping lists. Doctors remain the most...

• Downloads: 218

For eBusiness & Channel Strategy Professionals

Report:eBusiness Managers' 2007 Outlook

Results Of Our First eBusiness, Channel And Product Management Survey

Forrester recently surveyed 107 current clients and prospects within our eBusiness, channel and product management research panel to examine 2007 online budgets and priorities. Our panelists include...

• Downloads: 103

For eBusiness & Channel Strategy Professionals

Report:Identifying Big Spenders Across Online Businesses

More Advanced Online Activities Correlate To Increased Online Spending

As the Web matures, firms from health plans to brokerages are opening up eBusiness channels that introduce consumers to more and more complex online transactions that go far beyond simple book...

• Downloads: 231