Forrester

For Customer Experience Professionals

Report:Innovation In Health Insurance Customer Experience

How Leading Health Insurers Drive Change Inside And Outside Of Their Walls

The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But...

• Downloads: 991

For Customer Experience Professionals

Report:Consumers Are Leery Of Healthcare Video Visits

Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a reality....

• Downloads: 303

For Customer Experience Professionals

Report:US Consumers Aren't Enthusiastic About Medical Tourism

In an effort to control skyrocketing health costs, some pioneering health plans and employers are testing the waters of medical tourism by paying for consumers to travel overseas for less expensive...

• Downloads: 167

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For Customer Experience Professionals

Tool:High, Low, And Average Scores For "Meets Needs," "Easy," And "Enjoyable"

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For eBusiness & Channel Strategy Professionals

Tool:eBusiness Teams Have More Than Five Employees, On Average, Dedicated To Mobile

For Customer Experience Professionals

Report:Attention Health Plans: Consumers Want Control Over Their Communications Preferences

Health plans want to engage consumers, but are their communications getting through? Consumers want control over their communications preferences, and only a third say that health plans do a good job...

• Downloads: 486

For Customer Experience Professionals

Tool:Three-Year Trends In Health Insurance Plan CxPi Scores

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: 283

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Positive Word Of Mouth

For Marketing Leadership Professionals

Report:Brand Loyalty Isn't Enough For Products Anymore

Product Strategists Must Build Total Product Experiences To Combat Consumers' Declining Brand Loyalty

Brand loyalty has long been a critical pillar of product strategy, but its power is in relative decline. Technology and a recessionary economy have threatened the value of brand loyalty, especially...

• Downloads: 663
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For eBusiness & Channel Strategy Professionals

Tool:More Than Two-Thirds Of eBusiness Teams Plan To Increase Their Investment In Mobile

For Customer Experience Professionals

Report:Innovation In Hospital Customer Experience

How Leading Hospital Systems Drive Change Inside And Outside Their Walls

Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

• Downloads: 633
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For Customer Experience Professionals

Tool:Change In Health Insurance Plan Component Scores Since 2010

For Customer Experience Professionals

Tool:Consumers Rate Their Experiences With Health Insurers Below Other Industries

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: 1286
• Comments: 7
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Healthcare Online Survey, Q3 2011 (US)

Forrester conducted an online survey fielded in July 2011 of 4,793 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,793), there is 95% confidence that...

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...

• Downloads: 231
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For Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

For Marketing Leadership Professionals

Survey:North American Technographics® Healthcare Online Survey, Q1 2012 (US)

Forrester conducted an online survey fielded in March 2012 of 4,518 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,518), there is 95% confidence that...

For Customer Experience Professionals

Tool:High, Low, And Average CxPi Scores Across 13 Industries

For CIO Professionals

Report:Mobile Engagement Demands Process Transformation

Processes: The CIO's Mobile Engagement Playbook

To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

• Downloads: 354
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For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2791
• Rating: