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: Become A Digital Insurer

    Executive Overview: The Digital Insurance Strategy Playbook

    January 12, 2018 Oliwia Berdak

    Digital technologies are transforming the entire value chain of insurance, opening up new distribution opportunities, altering how insurers can assess, price, and manage risks, and creating new distribution and business models. The digital insurance strategy playbook provides the guidance that digital business strategy professionals need to formulate and hone their digital insurance strategy in response to this revolution. This report was originally published in December 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in January 2018.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Accelerate Your Digital Insurance Strategy With Six Emerging Technology Building Blocks

    Tools And Technology: The Digital Insurance Strategy Playbook

    January 5, 2018 Ellen Carney

    Digital technology is transforming insurance. Hundreds of disruptive early-stage insurers and insurtech startups are roiling up the status quo, powered by emerging and sometimes overhyped technology. Digital is now the essence of how customers engage and how carriers and agents operate, so insurance digital business teams must execute digital transformation now while scaling new innovations even faster. This report is Forrester's view of six emerging and interconnected technologies and what they mean for digital insurance strategy professionals.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent

    January 3, 2018 Alyson Clarke, Michael Chirokas

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at retail financial services firms. Firms that rate highly on customer advocacy are more likely to be considered for future purchases, while the lowest-rated firms are least likely to retain customers. Digital business strategy leaders need to show customers that their firm does what's right for them when they interact through digital and human touchpoints.

  • For CIO Professionals

    REPORT: The 2018 Outlook For US Industries And Their Tech Budgets

    Chemicals And Insurance Lead The Way; Government And Media And Entertainment Are Lagging

    December 13, 2017 Andrew Bartels

    As CIOs and their business partners develop their tech budget plans based on their business' strategy and requirements, it can be useful to look at what other firms are doing, especially firms in their own industry. So, in this report, we provide our forecasts by industry and high-level tech budget benchmarks for tech spending as a percentage of revenues by industry. We also address each industry's tech spending by category and the split between business technology (BT) and back-office technology spending.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Steer Your Customers' Insurance Journeys With Benchmarks

    Benchmarks: The Digital Insurance Strategy Playbook

    November 30, 2017 Ellen Carney

    Digital touchpoints must constantly evolve to reflect how consumers and small businesses research, buy, and use insurance. Digital insurance strategy leaders are under pressure to deploy digital services that delight their customers and foster loyalty. This report, which forms part of our digital insurance strategy playbook, details how digital insurance teams can apply Forrester's functionality benchmark methodology to assess how well their firms' digital touchpoints help the business win, serve, and retain customers. This is an update of a previously published report; Forresterreviews and updates it periodically for continued relevance and accuracy.

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