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 B2C Marketing Professionals

    REPORT: Forrester Data: Online Insurance Forecast, 2017 To 2022 (EU-7)

    ForecastView Document

    September 7, 2017 Michael O'Grady

    This report looks at the factors that drive the size and growth of the motor, property, and travel insurance markets in the UK, Germany, France, Spain, Italy, the Netherlands, and Sweden. The report details the size of online and digitally influenced sales and considers the offline and online factors that influence buying behaviors. This report provides context to the Forrester Data: Online Insurance Forecast, 2017 To 2022 (EU-7).

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    August 28, 2017 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 192 brands across 18 industries in the Canada CX Index — based on a survey of over 74,023 adult customers. 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.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Ten Mobile Features That Auto Insurers Must Offer

    Handy Features That Belong On Digital Insurance Road Maps

    August 21, 2017 Ellen Carney

    Most eBusiness and channel strategy teams at the top US auto insurers do a good job delivering the must-have mobile features their customers value. But the pace of digital innovation is relentless. Even if digital teams are meeting customers' mobile expectations now, it's easy to fall behind. Customers want the same features from their auto insurers that banks, airlines, and retailers are offering. This report uses data from Forrester's 2017 US Mobile Auto Insurance Functionality Benchmark to identify the useful mobile features that should be on digital insurance road maps.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Trends 2017: North American Digital Insurance

    Lead Your Company's Journey To Mastering Digital Business

    August 8, 2017 Ellen Carney

    Your customers are changing the rules. Your agents are launching the same digital tools as yours to hold onto their customers. New competitors like Lemonade are shrinking legacy business processes to seconds. Insurance digital teams are facing the disruptor's dilemma: Should we emulate the insurtech startups or stay focused on honing existing competencies? This report focuses on the drivers shaping the insurance landscape and the actions that North American insurance digital business strategy teams must take through the rest of 2017.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    August 1, 2017 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 314 brands across 21 industries in the US 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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