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.
This overview analyzes data from a study of US customers’ awareness of and expectations related to their health insurer’s profit status.
In 2026, HCOs will rethink oversight, affordability, and care delivery as they face AI governance risks, consumer disengagement, and access inequities.
In 2026, governments seeking digital self-sufficiency will embrace tech nationalism with new mandates for security, procurement, services, and employees.
Discover how trust shapes brand and customer experience for US health insurers, and explore key strategies to build and improve trust.
This report provides insights on the customer experience of US health insurers for specific customer segments.
Follow our four-step process to filter and prioritize the potential executive leaders and locations for your CX function.
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.