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: Make It Clear Why Prospects Should Insure With You

    Digital Feature Fix: Give Prospects Compelling Reasons To Choose Your Insurance Company

    December 5, 2018 Ellen Carney, August Du Pont

    Many people think insurance companies are all the same. And it's partly insurance companies' own fault. Our reviews for our Forrester Industry Wave™ evaluations often reveal that digital teams at insurance companies don't say clearly how their firm is different or show prospects why they should choose their insurance company over the competition. This brief illustrates some good practices from leading firms and helps digital teams understand how to display their value proposition to prospects effectively.

  • For B2C Marketing Professionals

    REPORT: Forrester Analytics: Online Insurance Forecast, 2018 To 2023 (EU-7)

    ForecastView Document

    November 30, 2018 Michael O'Grady, Oliwia Berdak

    This report looks at the factors that drive the size and growth of the non-life insurance markets in the UK, Germany, France, Spain, Italy, the Netherlands, and Sweden. It details the size of online and digital-influenced sales and considers the offline and online factors that influence buying behaviors. This report provides context to the Forrester Analytics: Online Insurance Forecast, 2018 To 2023 (EU-7).

  • For Customer Experience Professionals

    REPORT: Guide Your Customers To Better Experiences With Behavioral Science

    Align Better Futures For Both The Customer And The Organization

    November 27, 2018 Ryan Hart, Samuel Stern

    Through a combination of tactical quick wins and strategic transformations, customer experience (CX) professionals can apply the concepts of behavioral science to improve experiences. In this way, companies can look out for their customers' best interests while also generating value for their organization. This report provides an introduction to how key behavioral science concepts are being applied today to transform CX and recommends ways that CX professionals can use them to design better experiences.

  • For Customer Experience Professionals

    REPORT: The India Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    November 26, 2018 Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across six industries in the India Customer Experience Index (CX Index). We also unveil surprising data on 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: Predictions 2019: Financial Services

    Financial Firms Focus On Operational Efficiency As They Prepare For A Downturn

    November 7, 2018 Benjamin Ensor

    This brief outlines Forrester's predictions for the financial services industry in 2019. Volatile politics brings economic uncertainty, while trade wars or other shocks threaten recession in major economies. That will make most financial firms cautious. Smart firms will focus on operational efficiency, aiming to deliver small, manageable chunks of innovation that improve customer outcomes and deliver productivity improvements.

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