Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
More than 20 examples of governments and government organizations that have improved participation, efficiency, and resilience by improving CX.
Review Forrester’s new Total Experience Score, BX Index™, and CX Index™ ratings for US health insurers to understand where improvements are needed.
Health insurers should use five plain language best practices to drive customer loyalty, build trust, and empower customers.
Learn about the top levers of trust for US health insurers, and understand the drivers that will build and improve customer trust.
In our evaluation of customer experience strategy consulting services providers, we researched, analyzed, and scored the most significant ones.
Read this report to understand the latest trends in Medicare Advantage and how health insurers can set themselves up for future success with these products.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.