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.
Total experience improved significantly among US health insurers, according to data from our BX and CX Indexes and insights from our new EX Index.
CX leaders can use this report to understand the value they can expect from a customer experience strategy consulting services provider and to explore potential partners.
US consumers reacted unevenly to 2025 health policy changes; overall perceptions of care access remained relatively stable but varied by demographic.
Health insurers must tackle their brand problem by repairing trust, fixing broken processes, and delivering on their promises.
This tool enables CX professionals to build a CX strategy rooted in the overarching mission, strategic direction, and CX vision of their organization.
Create a CX vision that’s authentic, inspiring, and mobilizing to bring the company’s expression of customer obsession to life in the customer experience.
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.