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  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience

    June 15, 2020 TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 250 brands across 14 industries in the US Customer Experience Index (CX Index™). We also examine what, if any, effect COVID-19's early phases had on customer perceptions and discuss how brands can begin building differentiated experiences that build CX equity. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: Delight The Right Customers To Build A Successful Business

    June 9, 2020 TJ Keitt

    Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business leaders on how the organization is really doing. We analyzed the scores from individual customers of top brands and determined that a small percentage of customers having unusually positive experiences drive a disproportionate amount of business success. This report gives CX pros a method for identifying customers whose positive experiences ensure the business thrives.

  • For Customer Experience Professionals

    REPORT: Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

    May 26, 2020 Joana de Quintanilha, Victoria McRitchie

    Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or falling short. This report explains the origins of expectations, their effects, and how to manage them, so that CX pros can steer their companies toward exceeding their customers' expectations for CX excellence.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Insurtech Funding Roundup, Q1 2020

    Investors Reduce Risk As The COVID-19-Induced Downturn Settles In

    April 27, 2020 Jeffery Williams, August du Pont

    Insurtechs have brought innovation across the insurance value chain. Incumbents can't stand still, especially as these nimble, digitally conscious startups disrupt insurance marketplaces or bring capabilities that drive business efficiency. Incumbents should vigorously monitor insurtech to evaluate investment opportunities. Forrester regularly reviews startup funding through its partnership with Venture Scanner to show you which insurtech startups are getting attention, where the money is going, and what to do next.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Infographic: The State Of Digital Transformation In Insurance, 2020

    February 27, 2020 Oliwia Berdak, Luis Deya

    Insurance firms have become more pragmatic in their digital transformation efforts. Customer experience continues to be the top driver, but cost reduction has risen in importance since 2017. The result is a strong focus on IT processes and customer service as insurers seek to slash IT expenses and cost-to-serve. But to achieve their business objectives, insurance firms will need to flex their org structures and develop new skills — not only build a better technology foundation.

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