Carlton A. Doty

VP, Group Director serving Customer Insights PROFESSIONALS

Carlton (Carl) runs a global research organization that serves B2C Marketers, B2B Marketers, and Customer Insights Professionals. He began his Forrester tenure in 2006 as a Senior Analyst specializing in digital channels, emerging products, and enterprise technology in healthcare. In 2009, he co-founded Forrester's Customer Intelligence research practice. In 2010, Carl assumed responsibility for Forrester's consumer product strategy practice, covering innovation and leading the research efforts behind Forrester's book, Digital Disruption.

Carl occasionally posts his thoughts and opinions on Twitter and on his Forrester 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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23 results in Reports

  • Carlton A. Doty
  • Health Plans
  • 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...

    • Downloads: 261
  • 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: 204
  • 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: 279
  • 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: 675
  • 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: 307
  • 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: 276
  • 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: 578
  • 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: 591
  • 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: 273
  • 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: 111
  • 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: 477
  • 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: 896
  • 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: 772
  • 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: 1711
  • 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: 281
  • 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: 163
  • 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: 710
  • 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: 571
  • 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: 239
  • For eBusiness & Channel Strategy Professionals

    Report:CRM For Health Insurers: Some Assembly Required

    Forrester defines customer relationship management (CRM) as a set of business processes and supporting technologies that is used to acquire, retain, and enhance customer relationships. While...

    • Downloads: 269
  • For eBusiness & Channel Strategy Professionals

    Report:Healthcare: The New Retail Frontier

    CVS's Acquisition Of Caremark Represents An Industry Transformation

    On the surface, the recent acquisition of pharmacy benefits manager (PBM) Caremark by CVS/pharmacy may seem a bit superficial. However, Forrester believes that this event is representative of...

    • Downloads: 297
  • For eBusiness & Channel Strategy Professionals

    Report:Blue Healthcare Bank Puts The Blues In The Game

    Approval From Feds Levels The Playing Field In The CDHP Market

    Fourteen months after it announced plans to get into the banking business, the Blue Cross and Blue Shield Association (BCBSA) has received federal approval of its application for a federal savings...

    • Downloads: 76
  • For eBusiness & Channel Strategy Professionals

    Report:Will Plans Abandon $1.4B In Annual CDHP Profits?

    Health Plans' Service Issues Will Cause Market Deceleration If Ignored

    Recent evidence shows that consumer-driven health plans (CDHPs) are beginning to gain market share faster than Forrester predicted in 2003. However, enrollees in these plans will demand improved...

    • Downloads: 137