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Ellen   Carney

Ellen Carney

Principal Analyst Serving eBusiness & Channel Strategy Professionals

Ellen is a principal analyst serving insurance eBusiness & Channel Strategy Professionals. Her research focuses on the eBusiness strategies, technologies, adoption trends, and best practices of property and casualty, life, group, and health insurers globally. Ellen works with insurance clients to understand how market forces are changing how consumers, groups, and distributors engage with insurance carriers and the role that technology plays in maximizing new opportunities.

Ellen most recently served the technology sales enablement role, writing research and providing advisory on how technology vendors sell and market their solution value to industry buyers, with a particular focus on the insurance, banking, and securities industries.

Previous Work Experience

Ellen brings nearly 20 years of experience in delivering technical and professional services to clients in a variety of industries and markets. She joined Forrester from ThruPoint, a New York-based professional services firm, where she was a principal consultant focusing on IT service business strategy to Global 100 clients in securities, banking, and insurance; telecommunications; and media and entertainment. Before joining ThruPoint, Ellen was a director and principal analyst for Gartner, following the infrastructure services market, including consulting, support, and managed services. Prior to her Gartner experience, Ellen spent seven years in a variety of sales enablement and support roles at the former Cabletron Systems, including strategic bid and proposal management; inclusion on approved vendor lists for corporate and global accounts; and master sales and GSA contract management.

Ellen has presented on vertical industry and role-based marketing in a variety of Forrester and client events. She has been cited in a number of publications, including Forbes, Fast Company, The Wall Street Journal, Best's Review, Insurance & Technology, and American Banker.

Education

Ellen received a B.S. in economics from Southern New Hampshire University.

Ellen Carney

Principal Analyst Serving eBusiness & Channel Strategy Professionals

Ellen is a principal analyst serving insurance eBusiness & Channel Strategy Professionals. Her research focuses on the eBusiness strategies, technologies, adoption trends, and best practices of property and casualty, life, group, and health insurers globally. Ellen works with insurance clients to understand how market forces are changing how consumers, groups, and distributors engage with insurance carriers and the role that technology plays in maximizing new opportunities.

Ellen most recently served the technology sales enablement role, writing research and providing advisory on how technology vendors sell and market their solution value to industry buyers, with a particular focus on the insurance, banking, and securities industries.

Previous Work Experience

Ellen brings nearly 20 years of experience in delivering technical and professional services to clients in a variety of industries and markets. She joined Forrester from ThruPoint, a New York-based professional services firm, where she was a principal consultant focusing on IT service business strategy to Global 100 clients in securities, banking, and insurance; telecommunications; and media and entertainment. Before joining ThruPoint, Ellen was a director and principal analyst for Gartner, following the infrastructure services market, including consulting, support, and managed services. Prior to her Gartner experience, Ellen spent seven years in a variety of sales enablement and support roles at the former Cabletron Systems, including strategic bid and proposal management; inclusion on approved vendor lists for corporate and global accounts; and master sales and GSA contract management.

Ellen has presented on vertical industry and role-based marketing in a variety of Forrester and client events. She has been cited in a number of publications, including Forbes, Fast Company, The Wall Street Journal, Best's Review, Insurance & Technology, and American Banker.

Education

Ellen received a B.S. in economics from Southern New Hampshire University.

Ellen Carney's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The US Auto And Home Insurance Customer Experience Index, 2017

    How US Auto And Home Insurance Brands Earn Loyalty With The Quality Of Their Experience

    October 12, 2017Ellen Carney

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 auto and home insurance brands that were analyzed as part of the US CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Ten Mobile Features That Auto Insurers Must Offer

    Handy Features That Belong On Digital Insurance Road Maps

    August 21, 2017Ellen Carney

    Most eBusiness and channel strategy teams at the top US auto insurers do a good job delivering the must-have mobile features their customers value. But the pace of digital innovation is relentless. Even if digital teams are meeting customers' mobile expectations now, it's easy to fall behind. Customers want the same features from their auto insurers that banks, airlines, and retailers are offering. This report uses data from Forrester's 2017 US Mobile Auto Insurance Functionality Benchmark to identify the useful mobile features that should be on digital insurance road maps.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Trends 2017: North American Digital Insurance

    Lead Your Company's Journey To Mastering Digital Business

    August 8, 2017Ellen Carney

    Your customers are changing the rules. Your agents are launching the same digital tools as yours to hold onto their customers. New competitors like Lemonade are shrinking legacy business processes to seconds. Insurance digital teams are facing the disruptor's dilemma: Should we emulate the insurtech startups or stay focused on honing existing competencies? This report focuses on the drivers shaping the insurance landscape and the actions that North American insurance digital business strategy teams must take through the rest of 2017.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2017 US Mobile Auto Insurance Functionality Benchmark

    Geico Holds Its Lead While Most US Auto Insurers Have Improved Mobile Features

    May 2, 2017Ellen Carney

    Meeting the mobile needs of your auto insurance customers demands an understanding of where you — and your rivals — are now, and how you'll iterate your way to success. This report details the findings from Forrester's 2017 benchmark of the mobile offerings of 13 leading US private passenger auto insurers. This report will help digital insurance professionals benchmark their own capabilities while identifying good practices in mobile auto insurance.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Digital Insurance Imperative

    Vision: The Digital Insurance Strategy Playbook

    April 26, 2017Ellen Carney, Oliwia Berdak

    Digital technologies will change the insurance industry irrevocably over the coming decade. New entrants will disrupt the value chain. Vertically integrated firms will be too slow to adapt. Firms that fail to change will find their very existence under threat. Digital insurance strategy leaders must reinvent their companies to become fundamentally digital, from underwriting through to claims settlement. Insurers will differentiate based on core competencies around rapid product development, intense personalization, the ability to drive volume through distribution, and back-office operational efficiency.

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