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 eBusiness & Channel Strategy Professionals

    REPORT: Case Study: Geoffrey Insurance Boosts Customer Engagement With Personalized Interactive Video

    Personalized Video Increases The Value Of New Customer Communications

    September 17, 2018 Nick Barber, Ellen Carney

    Insurers struggle to communicate effectively with customers. In an industry rife with dense language and even denser business processes, how can digital business leaders engage customers and sustain their attention to ensure that communications have the intended impact? The UK's Geoffrey Insurance turned to personalized videos to onboard new customers, increase customer engagement, and improve operating performance.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Help Customers Connect With You When They Need Answers To Insurance Questions

    Digital Feature Fix: Offer Customers Both Self-Service And Human Help

    August 1, 2018Ellen Carney, August Du Pont

    Digital insurance teams have made their firm's sites and apps much easier to use to speed up quoting, buying, and servicing for customers. But customers will always have questions, even when visiting the best-designed insurance sites. Digital teams must get customers' questions answered quickly or risk losing potential new customers to a competitor that can provide the needed help. This brief explains how digital insurance teams can expand the contact options available to customers and make them easier to use and illustrates good practices from leading firms.

  • For Customer Experience Professionals

    REPORT: The US Auto And Home Insurers Customer Experience Index, 2018

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

    June 20, 2018Ellen Carney, Faith Adams, August Du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that were analyzed as part of the US CX Index. We also unveil 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: The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018

    US Auto Insurers Undermine Their Websites' Rich Functionality With Cumbersome Navigation

    June 18, 2018Ellen Carney, Gina Bhawalkar

    To win and retain customers, auto insurers offer mobile websites that let a vehicle owner research and buy their products, as well as get service from them in a moment of need. To gauge how helpful these sites are to customers, we evaluated those of six US private passenger auto (PPA) insurance mobile sites. This report lays out where these companies excel — and where they lag — and what digital business strategy and customer experience professionals can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: Pinnacol Assurance Fights Disruption By Launching A Digital Venture

    How Pinnacol Launched Digital Subsidiary Cake In 12 Months

    June 12, 2018Ellen Carney

    No insurance company is immune from the impact of digital transformation. Established insurers are dealing with an onslaught of forces that range from escalating customer expectations to the hundreds of monoline disruptors and big tech firms like Amazon and Google exerting growing influence as platforms. These forces spurred the Colorado workers' compensation insurer Pinnacol Assurance to launch a new digital subsidiary, Cake. This case study examines how the century-old insurer beat expectations and deadlines in its quest to outrun these emerging threats.

View all of Ellen Carney's Research

Clients Who Work With Ellen Carney Also Work With:

View all related analysts