Carlton A. Doty

VP, Group Director serving Customer Insights PROFESSIONALS

Carlton leads the research organization that serves B2C Marketing Professionals as well as Customer Insights (CI) Professionals. He began his Forrester tenure in 2006 as a senior analyst specializing in digital channels, emerging products, and enterprise technology in healthcare. Later, he was a founding member of Forrester's CI practice in 2009. He also led Forrester's consumer product strategy practice, where he managed a team of analysts that focused on innovation and digital disruption.

In addition to leading his global research team at Forrester, Carl posts his thoughts and opinions on Twitter and on his blog.

Previous Work Experience

Prior to joining Forrester, Carlton spent nine years as an IT and eBusiness leader in the health insurance industry. He also has experience with two startups and a large marketing services provider.


Carlton holds a B.S. in civil engineering management from the University of Vermont.

Research Coverage

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30 results in Reports

  • Carlton A. Doty
  • Healthcare
  • For Customer Insights Professionals

    Report:Health Insurers: Prepare For Survival Of The Fittest

    Customer Insights Are Critical To Your Evolution

    Whether or not health insurers are ready, the age of the customer is the new reality and it demands customer obsession. The only successful strategy is to focus your business decisions on consumer...

    • For Enterprise Architecture Professionals

      Report:Brief: Pegasystems Makes Headway Into Front Office

      Process Platform And Solution Frameworks Shift To Focus On Customer And Employee Engagement

      Pegasystems is well known as the provider of a solid business process management platform — bringing sophisticated, if complex, capabilities to the back-office processes of their customers. At...

      • Downloads: 172
    • For B2C Marketing Professionals

      Report:Mapping The US Health Insurance Landscape From The Consumer's Perspective

      A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

      The US healthcare industry is in the middle of massive reform. This has prompted many health insurance marketers to ask what these changes mean for health insurance providers and how they can best...

      • Downloads: 251
    • For Customer Insights Professionals

      Report:Social Tools Help Pharma Marketers Build Customer Intelligence

      Why Pharma Should Integrate Social Into The Multichannel Customer View

      The pharmaceutical industry faces significant sales and marketing challenges as many of its blockbuster drugs come off of patent and access to healthcare providers becomes increasingly restricted. In...

      • Downloads: 1215
    • For eBusiness & Channel Strategy Professionals

      Report:The Forrester Wave™: CDHP Platforms, Q2 2009

      Several New Leaders Emerge In A Rapidly Maturing Market

      In Forrester's 60-criteria evaluation of consumer-directed health plan (CDHP) platform vendors, we found a tight group of four Leaders with proven ability to serve multiple stakeholders well and to...

      • Downloads: 665
    • 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: 306
    • 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: 575
    • 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: 274
    • 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: 588
    • For eBusiness & Channel Strategy Professionals

      Report:Consumers Sound Off On Health Savings Accounts

      Unrest Is Looming Behind A Deceptively Positive Attitude Among HSA Owners

      The so-called consumer-directed health (CDH) market has opened a new door for financial services firms. Health savings accounts (HSAs) are the controversial but quickly growing financial "half" of...

      • Downloads: 270
    • For eBusiness & Channel Strategy Professionals

      Report:Canopy Financial Acquires CareGain

      Consolidation Continues In A Highly Competitive Market

      Canopy Financial, a technology solutions provider in the consumer-directed health plan (CDHP) market, announced on October 15, 2008, that it had acquired CareGain — a key competitor —...

      • Downloads: 109
    • For eBusiness & Channel Strategy Professionals

      Report:Who's Walking In To Retail Health Clinics?

      Consumer Visits To Retail Health Clinics More Than Double From 2007

      Walk-in retail health clinics are forging ahead across the US, with new locations opening at a steady pace. In our recent North American Technographics® Healthcare Online Survey, Q2 2008, we...

      • Downloads: 374
    • For eBusiness & Channel Strategy Professionals

      Report:The Truth About Consumer-Directed Health Plans

      HSAs Swell To More Than 6 Million Accounts And More Than $8 Billion In Assets

      The so-called consumer-directed health (CDH) market plunges its roots deeper into the health insurance industry as US employers continue to fight the rising costs of healthcare and more consumers...

      • Downloads: 474
    • For eBusiness & Channel Strategy Professionals

      Report:Benchmark 2008: Healthcare Consumers' Tepid Online Channel Uptake

      North American Consumer Technographics

      Now more than ever, the Web is teeming with health-related content as new sites, products, and services seem to flood the market under the health and wellness guise. So how are consumers responding?...

      • Downloads: 794
    • For eBusiness & Channel Strategy Professionals

      Report:The Social Technographics® Of US Online Health Information Seekers

      The explosion of consumer adoption of social technologies is changing the nature of relationships between companies and their customers. eBusiness professionals in the healthcare industry need to...

      • Downloads: 994
    • For eBusiness & Channel Strategy Professionals

      Report:Payer-Provider Connectivity: How Far Have We Come, And Where Are We Going?

      Multipayer Portals Are Emerging As Providers' Preferred Channel

      Payer-provider connectivity remains quite fragmented in the US. As the feds gear up for the inaugural trial of a nascent Nationwide Health Information Network (NHIN) in late 2008, many payers and...

      • Downloads: 890
    • For eBusiness & Channel Strategy Professionals

      Report:Welcome To The Jungle: Google, Microsoft, And Revolution Tout Cures For Healthcare Maladies

      Open Platforms Require eBusiness Executives To Plan For Privacy Protection

      More than 28,000 executives attended the 2008 Health Information and Management Systems Society (HIMSS) convention, which featured nearly 900 exhibitors and 220 new product debuts. The underlying...

      • Downloads: 854
    • 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: 767
    • For Customer Experience Professionals

      Report:The Forrester Wave™: Healthcare Claims Platforms, Q1 2008

      TriZetto And DST Health Solutions Lead In A Highly Consolidated Market

      Following significant consolidation in the healthcare claims platform space over the past two years, Forrester evaluated eight products among the remaining four leading vendors across 61 criteria....

      • Downloads: 1697
    • For eBusiness & Channel Strategy Professionals

      Report:Are Employer-Sponsored Health Benefits Eroding?

      A Joint Forrester And Employee Benefit News Study Shows That Benefits Richness Declines As HSAs Gain Steam

      The 2007 Employee Benefit News/Forrester Research Benefits Decisions' Impact Study of more than 900 benefits professionals examines employers' overall benefits strategies. One of the top concerns...

      • Downloads: 279
    • For eBusiness & Channel Strategy Professionals

      Report:CDHP Product Managers: Re-Examine Your Platform Options

      Express Scripts' Acquisition Of ConnectYourCare Ensures Long-Term Viability

      On October 11, 2007, Express Scripts, Inc. (ESI) — one of the largest pharmacy benefits managers (PBMs) in the US — announced its acquisition of ConnectYourCare (CYC). Although we ranked...

      • Downloads: 161
    • For eBusiness & Channel Strategy Professionals

      Report:The $115 Billion Individual Health Insurance Opportunity

      A Market That Is Ripe For The Picking

      The individual health insurance market is slowly but steadily growing, driven by the gradual erosion of employer-sponsored coverage, the rising population of uninsured, and a government that...

      • Downloads: 706
    • For eBusiness & Channel Strategy Professionals

      Report:Why Health Plan Consumer Portals Need A Makeover

      A Call For eBusiness Professionals To Respond To Industry Transformation

      The needs of online healthcare consumers are evolving, and many of the tools that plans make available to them aren't keeping up. The good news is that consumer-directed health plan (CDHP) members...

      • Downloads: 566
    • For eBusiness & Channel Strategy Professionals

      Report:Are Consumers Embracing The Convergence Of Healthcare And Finance?

      Engagement Among Account Holders Is Higher, But An Education Gap Remains

      Growth in the consumer-directed health (CDH) market — the most controversial phenomenon in US healthcare since the rise of health maintenance organizations (HMOs) during the Nixon...

      • Downloads: 303
    • For eBusiness & Channel Strategy Professionals

      Report:Health Savings Accounts: The Battleground For Customer Loyalty

      Market penetration for health savings accounts (HSAs) among US households is gaining momentum. Even an impending presidential election, in which healthcare reform is a top priority, cannot break the...

      • Downloads: 236