Join Forrester principal analyst Judy Weader and Forrester principal analyst Arielle Trzcinski as they discuss the results of our 2026 research into the total experience for US health insurers. This webinar covers the components of the Total Experience Score — Customer Experience Index (CX Index™) and Brand Experience Index (BX Index™) — as well as Forrester’s brand-new Employee Experience Index (EX Index™) and the state of trust for this industry.Key takeaways: Learn about the key ratings of total experience, customer experience, brand experience, and employee experience.Understand the impact of trust on quality perception and loyalty.Understand the impact of employee experience on total experience.Target audience level: all levels

Improving customer experience (CX) drives better financial outcomes for healthcare organizations. This report outlines industry-specific revenue, cost, and resilience metrics that healthcare CX leaders can use to secure funding, regardless of whether their organization is a payer, provider, pharma, or part of the larger healthcare ecosystem.

B2B2C digital strategy is at an inflection point. AI is compressing discovery, decision-making, and service into fewer, faster, AI-mediated moments — reshaping how value gets created across the ecosystem. In this webinar, we explore how leading firms respond by anchoring their strategy in a single principle: end-customer obsession. Join us to learn how to evolve your digital products, experiences, and business models to stay competitive while protecting and enhancing the customer experience.Key takeaways: How AI is collapsing the B2B2C value chainHow to use customer obsession as an organizing principle and drive operational alignmentWhy fragmented data, unclear accountability, and disconnected service models lead to overserved low-value interactions and underserved high-stakes momentsTarget audience level: all levels

Forrester’s 2026 health insurer experience rankings signal the end of a prolonged decline — but it’s too soon to declare victory just yet. Read the takeaways from this year’s report.

Forrester’s 2026 total experience study adds our new Employee Experience Index (EX Index™) to our Brand Experience Index (BX Index™) and Customer Experience Index (CX Index™) to reveal that among US health insurers, most brands improved significantly despite EX headwinds stymieing the industry. We also discuss the factors that improve the experiences of noncustomers, customers, and employees so executives know where to focus to drive growth.

Health insurers must prove and cocreate value by aligning coverage with what consumers want: greater control over plan choice, improved affordability, and relevance to their needs. Health insurance leaders should read this report to understand how preferences vary by generation, which coverage areas each group prioritizes, and where insurers must adapt plan design to stay competitive.

AI is compressing consumer discovery, decision-making, and service into fewer, faster, and increasingly invisible moments. Answer engines and AI agents now decide what customers see — or don’t. Long-standing assumptions about how brands (the first “B”), intermediaries (the middle “B”), and customers (the “C”) create value no longer apply. Rather than layer AI onto existing […]

B2B2C digital strategies are at an inflection point. AI is compressing discovery, decision-making, and service into fewer and faster AI-mediated moments, putting unprecedented pressure on B2B2C business models. The most successful B2B2C firms develop strategies that advance their digital products, experiences, and businesses while protecting and enhancing customer experiences.

In 2026, the pace of change for healthcare organizations (HCOs) has not let up, and it’s causing significant volatility in the industry. HCOs’ lack of agility and preparedness is amplifying the impact and uncertainty. HCOs must employ nimble strategies and scenario planning to stay resilient, unified, and successful amid today’s ongoing changes and beyond. Reflecting on past events and lessons learned, this report provides 10 practical steps for HCOs to create a path forward and remain focused on their core mission.

Leaders at B2B2C companies need to redesign their digital strategy for an AI-mediated world by putting customer obsession at the center. As AI compresses discovery, decision-making, and service, organizations should start with how customers define success and work back to align partners, elevate experiences, and rebalance operations across the B2B2C ecosystem. Digital business and strategy leaders should read this report, together with B2B2C Digital Strategy In An AI Age, to learn how to adapt for success in an AI-powered future.