Forrester

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: 409

For Customer Experience Professionals

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

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 895

For Customer Experience Professionals

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

For Marketing Leadership Professionals

Report:"Smart Body, Smart World" For Marketers

Sensor Devices Disrupt Marketing Practices

Your customers are becoming even more connected. Sensor-laden devices on our bodies, in our homes, in our cars, and virtually everywhere else are creating new opportunities and demands for marketers....

• Downloads: 312
• Rating:

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1581

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: 278
• Rating:

For CIO Professionals

Report:Driving Business Transformation At Medco: An Interview With Kenneth Klepper, President And COO

Over the past seven years, transformational changes have swept through Medco — propelled by the visionary duo of David B. Snow, Jr., Medco chairman and CEO, and Kenneth Klepper, Medco president...

• Downloads: 355

For Customer Experience Professionals

Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score

For Customer Experience Professionals

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

For Security & Risk Professionals

Report:Case Study: BlueCross BlueShield Of Tennessee Tackles Strategic Archiving Initiative

BCBST Leverages A Proactive Approach To Support eDiscovery And Cut Costs

In addition to regulatory requirements, health plans often face significant litigation burdens. In seeking to address eDiscovery objectives, many organizations struggle with the intersection of...

• Downloads: 200

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

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

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

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 842

For Customer Experience Professionals

Tool:Change In Satisfaction With Phone Interactions Between 2008 And 2010

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2276
• Comments: 2
• Rating:

For Infrastructure & Operations Professionals

Report:2011 Top 10 IaaS Cloud Predictions For I&O Leaders

Empowered Users, HPC, And Business Intelligence Will Drive Adoption

IaaS is undoubtedly one of your top priorities, but will you craft a plan for success? Many enterprises are headed toward a number of cloud pitfalls, such as misunderstanding the makeup, benefits,...

• Downloads: 2067

For Enterprise Architecture Professionals

Report:Updated Q2 2011: Simplifying Information Architecture

Creating An IA Program That Works

It has been more than five years since Forrester first published this report outlining a simple approach to information architecture, but this domain of enterprise architecture (EA) has matured...

• Downloads: 1442

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: 1005

For Customer Experience Professionals

Report:Should Social Media Be Part Of Your Healthcare Customer Experience?

First Consider How Consumers Engage With Social Media For Health

Social media adoption is growing, but is there any value to be had for healthcare companies and their customers? In this report, Forrester looks at consumer adoption of social media for health as...

• Downloads: 710
• Comments: 1
• Rating:

For Customer Experience Professionals

Report:Case Study: Blue Shield Of California Uses Social Media To Engage Members

While many health plans toe-dip in the social media space by building a Facebook page or launching a Twitter feed, Blue Shield of California has taken the plunge with a more substantial initiative....

• Downloads: 721
• Rating:

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: 627

For Application Development & Delivery Professionals

Report:Health Payers Search High And Low For Their Business Transformation Edge

Answering Hard Questions About Business, Process, And Technology Best Practices

Business process pros at health payers work at the intersection of business and technology, bringing process methodologies, business knowledge, and technology insights to business transformation...

• Downloads: 577

For Customer Experience Professionals

Report:Customer Experience Index, 2011: Health Insurance Plans

Health Insurance Plans' Improvement Efforts Are Starting To Pay Off . . . Slowly

Health insurance plans as an industry had the lowest average score in Forrester's Customer Experience Index, 2011. But the news isn't all bad. Companies like Tricare and Kaiser had scores in the...

• Downloads: 754