Insurance

While insurers have rightly embraced eBusiness strategies and are extending their online experience to mobile platforms, consumers have specific concerns and demands within these contexts. Meeting them requires a focus on customer attraction and retention, plus the infrastructure to deliver services efficiently.

Latest Research

  • 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, 2018 Ellen 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 CIO Professionals

    REPORT: Make Startup Acquisitions Part Of Your Digital Business Growth Strategy

    The High-Tech Industry Has Mastered Startup-Driven Product Innovation — You Can, Too

    July 17, 2018 Ted Schadler, Mike Chirokas

    Investments in emerging technology startups have never been higher, which means the raw materials of technology-based innovation have never been more abundant. CIOs can learn from the high-tech industry about how to make startup acquisitions a key plank of their firms' digital business growth strategies. We analyzed Venture Scanner data and interviewed corporate development officers and investment bankers to help you with the essentials of acquisition and integration.

  • For CIO Professionals

    REPORT: The Canadian Tech Market Outlook For 2018 To 2019

    5% Growth In 2018 Will Slow To Under 4% In 2019

    June 26, 2018 Andrew Bartels, Cheryl McKinnon, Nate Meneer

    The Canadian tech market will continue to post solid growth, but several factors may slow growth in 2019. Uncertainty around the future of the North American Free Trade Agreement (NAFTA) combined with concerns about Canadian household debt and real estate market threaten to undermine business investment. Meanwhile, new public cloud offerings in Canada are presenting CIOs with a fresh set of opportunities to modernize their IT infrastructure and direct more cash flow to business technology (BT) projects. Understand how Forrester expects Canadian CIOs to balance these opportunities and uncertainties.

  • 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, 2018 Ellen 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 Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer Experience Index (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.

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