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: How US Customers Research And Buy Life Insurance

    Meet Prospects At The Point Of Need With Easy Ways To Research And Apply

    February 14, 2019 Benjamin Ensor, August Du Pont

    Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why US consumers buy life insurance as well as how life insurance prospects go through the process to research and buy policies.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Insurance Strategy

    Processes: The Digital Insurance Strategy Playbook

    February 11, 2019 Oliwia Berdak, Joana van den Brink-Quintanilha

    Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies online. But pushing toward 100% digital sales and service can result in misunderstandings of customers' behaviors and preferences as well as low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital insurance strategy. 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: The State Of Digital Insurance, 2019

    Landscape: The Digital Insurance Strategy Playbook

    February 5, 2019 Oliwia Berdak

    Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory requirements. But these barriers are starting to fall. This report explores how digital technologies are changing the industry's customers, competitors, products, and operations globally. It charts the different responses that digital teams in personal and commercial insurance lines have mounted, as well as the ecosystem of vendors that are keen to aid their digital transformation efforts. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Application Development & Delivery Professionals

    REPORT: How Five Drivers Will Shape Insurance Business Technology Investments In 2019

    Take Three Key Tech Investment Actions In 2019

    January 31, 2019 Ellen Carney

    Insurance business technology teams caught a few breaks in 2018, including fewer (but more costly) insured weather losses and new thinking by regulators when it comes to disruptive technology. But in 2019, a potential recession, lackluster customer experience results, and threats from big tech will drive different business technology strategies. This report details the key drivers shaping the insurance landscape and the key actions that insurance application design and delivery (AD&D) professionals must take in 2019.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: How Ping An Insurance Embraced Digital To Rewrite Its Business

    January 17, 2019 Danny Mu, Meng Liu

    Ping An Insurance, one of the world's largest insurers in terms of market capitalization, used emerging technologies to transform itself from a traditional insurer into a digital innovator. It now provides healthcare, automotive, real estate, and smart city services to more than half a billion internet customers. This report details how digital business pros can leverage Ping An's experience to achieve superior customer experience (CX) and operational efficiencies, innovate their business models, and build new ecosystems.

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