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  • For Customer Experience Professionals

    REPORT: Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

    May 26, 2020 Joana de Quintanilha, Victoria McRitchie

    Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or falling short. This report explains the origins of expectations, their effects, and how to manage them, so that CX pros can steer their companies toward exceeding their customers' expectations for CX excellence.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Insurtech Funding Roundup, Q1 2020

    Investors Reduce Risk As The COVID-19-Induced Downturn Settles In

    April 27, 2020 Jeffery Williams, August du Pont

    Insurtechs have brought innovation across the insurance value chain. Incumbents can't stand still, especially as these nimble, digitally conscious startups disrupt insurance marketplaces or bring capabilities that drive business efficiency. Incumbents should vigorously monitor insurtech to evaluate investment opportunities. Forrester regularly reviews startup funding through its partnership with Venture Scanner to show you which insurtech startups are getting attention, where the money is going, and what to do next.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Infographic: The State Of Digital Transformation In Insurance, 2020

    February 27, 2020 Oliwia Berdak, Luis Deya

    Insurance firms have become more pragmatic in their digital transformation efforts. Customer experience continues to be the top driver, but cost reduction has risen in importance since 2017. The result is a strong focus on IT processes and customer service as insurers seek to slash IT expenses and cost-to-serve. But to achieve their business objectives, insurance firms will need to flex their org structures and develop new skills — not only build a better technology foundation.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Now Tech: Insurance Agency Platforms, Q1 2020

    Forrester's Overview Of 28 Insurance Agency Platform Providers

    February 13, 2020 Jeffery Williams

    You can use insurance agency platforms to deliver omnichannel customer experience (CX), improve your agency network's operating efficiency, and boost revenue and market share. But to realize these benefits, you'll first need to select from a diverse set of solution providers that vary by size, functionality, geography, and line-of-business focus. Digital insurance professionals should use this report to understand the value they can expect from insurance agency platform providers and to select one based on size and functionality.

  • For CMO Professionals

    REPORT: The State Of Marketing Innovation Maturity, 2020

    Benchmarks: The Marketing Innovation Playbook

    February 4, 2020 Mary Pilecki

    Using data from the Forrester Analytics Global Business Technographics® Marketing Survey, 2019, this report provides CMOs with a benchmark of the marketing innovation maturity of firms around the world, offers insights into what the most mature firms are doing right, and delivers evidence to support the need for marketing groups to be customer obsessed.

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