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: Simplify Insurance Customer Journeys By Improving Search

    Digital Feature Fix: Use Search To Help Digital Insurance Customers Navigate And Take Action

    June 24, 2019 Jennifer Wise, Jeffery Williams, August Du Pont

    Our Forrester Industry Wave™ evaluations of insurance sites and apps often reveal that these sites miss key content, features, or functions that customers need to complete their goals. A common pitfall is a lack of an effective site- and appwide search. This brief explains why digital and design teams should include search capabilities on their secure websites and mobile apps and illustrates best practices from leading insurers.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook

    June 17, 2019 Jeffery Williams

    Evolving customer preferences and nontraditional competitive pressures ranging from retail giants like Amazon and insurtech innovators like Lemonade are disrupting the insurance industry. In response, digital business professionals are scrambling to triage investment in digital transformation. This report — the assessment chapter of our digital insurance strategy playbook — will help you evaluate your digital capabilities and better target your investments. It will also provide a means for benchmarking as you advance your digital transformation agenda. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    June 11, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience Index (CX Index™). We also unveil new 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 Customer Insights Professionals

    REPORT: Smart Speakers Lead The Smart Home Revolution

    Cost Continues To Be The Biggest Inhibitor To Smart Home Adoption

    May 21, 2019 Meenakshi Tiwari, Frank E. Gillett, Satish Meena

    Smart home technology has moved past its early adoption stage, and we expect the installed base of smart home devices to grow at CAGR of 26.2% between 2018 and 2023. Smart speakers have been the highest growth category of smart home devices until now, due to the easy voice interface. But as consumers get more used to smart home concepts, we expect other categories to pick up. In this report, we share our outlook for the US smart home — including its drivers and inhibitors.

  • For Application Development & Delivery Professionals

    REPORT: The Top Insurance Tech Trends To Watch In 2019

    Six Trends Define How Insurers Should Invest To Address Business And Tech Challenges

    May 7, 2019 Ellen Carney

    Insurers are aiming to transform their organizations with digital technologies. Forces such as emerging technology, changing customer behavior, and new risks are influencing insurance technology investment trends. This report will help insurance technology leaders understand what these trends mean for the business of insurance and what it will mean for their own firms in 2019.

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