Ellen   Carney

Ellen Carney

Principal Analyst Serving Application Development & Delivery Professionals

Ellen is a principal analyst serving financial services technology decision makers in roles such as CIOs and enterprise architects in the insurance and wealth, investment, and asset management industries. Her research focuses on the technology decisions that financial services firms are investing in, including core platforms modernization and replacement and the integration of emerging technologies with legacy systems to drive better digital experiences and improved operational efficiency.

Previous Work Experience

Prior to her current research coverage, Ellen spent eight years providing strategic analysis and advice to Forrester’s insurance digital business strategy clients, focusing on eBusiness strategies and best practices in digital and customer experience as well as adoption trends for property and casualty, life, group, and health insurers.

Ellen brings 30 years of experience in delivering technical and professional services to clients in a variety of industries and markets. She joined Forrester from the former 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.

Ellen has presented on vertical-industry and role-based marketing in a variety of Forrester and client events. She has been cited in Forbes, Fortune, the New York Times, the Economist, the Wall Street Journal, Best’s Review, Carrier Management, Rough Notes, Digital Insurance, New Scientist, and American Banker.

Education

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

Ellen Carney

Principal Analyst Serving Application Development & Delivery Professionals

Ellen is a principal analyst serving financial services technology decision makers in roles such as CIOs and enterprise architects in the insurance and wealth, investment, and asset management industries. Her research focuses on the technology decisions that financial services firms are investing in, including core platforms modernization and replacement and the integration of emerging technologies with legacy systems to drive better digital experiences and improved operational efficiency.

Previous Work Experience

Prior to her current research coverage, Ellen spent eight years providing strategic analysis and advice to Forrester’s insurance digital business strategy clients, focusing on eBusiness strategies and best practices in digital and customer experience as well as adoption trends for property and casualty, life, group, and health insurers.

Ellen brings 30 years of experience in delivering technical and professional services to clients in a variety of industries and markets. She joined Forrester from the former 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.

Ellen has presented on vertical-industry and role-based marketing in a variety of Forrester and client events. She has been cited in Forbes, Fortune, the New York Times, the Economist, the Wall Street Journal, Best’s Review, Carrier Management, Rough Notes, Digital Insurance, New Scientist, 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: Steer Your Customers' Insurance Journeys With Benchmarks

    Benchmarks: The Digital Insurance Strategy Playbook

    November 2, 2018Ellen Carney

    Digital touchpoints must constantly evolve to reflect how consumers and small businesses research, buy, and use insurance. Digital insurance strategy leaders need to deploy digital services that result in loyal customers and drive revenue. This report, which forms part of our digital insurance strategy playbook, details how digital insurance teams can apply Forrester's Industry Wave™ benchmark methodology to assess how well their firms' digital touchpoints help the business win, serve, and retain customers. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • 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.

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