Ellen Carney

Principal Analyst

Forrester Bio

Ellen Carney

Author Insights

Blog

How European Auto And Home Insurers Can Differentiate On Customer Experience

Oliwia Berdak 6 days ago
Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.
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Blog

Mutuals And Challengers With Great Digital Offerings Or Customer Service Provide The Best Banking CX In Pandemic Europe

Oliwia Berdak October 15, 2021
Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe.
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Blog

Vragen en antwoorden rond hoe journey maps te gebruiken zijn als een tool voor verandermanagement

Joana de Quintanilha September 28, 2021
CX Professionals moeten customer journey maps gebruiken als een tool voor verandermanagement om medewerkers, die interacties ondersteunen of direct contact hebben met klanten, te helpen de klantervaring te verbeteren.
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Blog

Transformez Les Cartes De Parcours Client En Un Outil De Gestion Du Changement

Joana de Quintanilha September 27, 2021
Les professionnels de l'expérience client (CX) doivent utiliser les cartes de parcours comme un outil de gestion de changement pour amener les employés à offrir des expériences centrées sur le client.
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Blog

Journey Mapping Q&A: How To Use Journey Maps As A Change Management Tool

Joana de Quintanilha August 24, 2021
CX professionals must use customer journey maps as a change management tool to guide employees to deliver customer-centric experiences across products and channels. Read our latest blog to learn more.
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Blog

The Cyber Insurance Roller Coaster: As Demand Speeds Up, Some Insurers Disembark

Heidi Shey June 28, 2021
The first half of 2021 has been anything but quiet for cyber insurance. Forrester has seen a steady flow of client inquiries on the topic, with questions coming in not just from the private sector but also from the public sector. Some are trying to navigate acquiring a cyber insurance policy for the first time, […]
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Blog

Navigating The Struggles Of Data Deletion And Secure Data Disposal

Heidi Shey April 12, 2021
How long does your organization retain customer, employee, and sensitive corporate data, and how do you go about disposing of it? In the absence of explicit regulatory mandates, when and how to delete different types of records and personal data can become a tug-of-war between line-of-business, legal, and security teams. There are consequences of improper deletion and disposal, as well as excessive retention. In Italy, telecommunications company TIM received a fine […]
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Blog

Toss Those Tea Leaves: Reading Real Signals Of Growth And Retention

Amy Bills April 9, 2021
Teams supporting retention, cross-sell, and upsell are most effective when they focus on the right signals from buyers and customers. At B2B Summit North America, learn more about these signals and how to use them.
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Blog

Understand Today’s Investors In Metro China, Hong Kong, And Singapore

Tom Mouhsian February 24, 2021
Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]
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Research Collection

Insurance Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19

Ellen Carney November 16, 2020
Business leaders at insurance firms with influence on marketing and CX budgets review their spending in the wake of the COVID-19 pandemic. Read our advice on how.
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Blog

The Tech Vendors That Are Remaking The P&C Insurance Claims Experience

Ellen Carney November 5, 2020
Today, Forrester published its first-ever evaluation of the technology that gets consumers back to normal after an insurance claim. The combination of COVID and catastrophes has hit property and casualty (P&C) insurers especially hard, driving more and more complex consumer and commercial claims. The efficiency of the process and the experience delivered to both the […]
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Video

Three Business Scenarios Insurers Can Use To Navigate The COVID-19 Storm

Ellen Carney September 22, 2020

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Blog

Beneficiary Experience: The Big Retention Opportunity Missed By Financial Services Firms

Ellen Carney June 22, 2020
Many financial services firms are missing out on a big opportunity to win, serve, and retain customers: the beneficiary experience.
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Blog

Huawei Global Analyst Summit 2020: Looking Beyond The Challenges

Guannan Lu June 9, 2020
Huawei started the 17th Huawei Global Analyst Summit on May 18, 2020 in Shenzhen, China. Huawei’s rotating chairman, Guo Ping, spoke on the theme of “Huawei: A Year and Beyond” to both look back on a very challenging year for the company and look ahead with a focus on accelerating growth. The US Entity List […]
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Blog

The Top Tech That Will Win The Wallets Of Insurance Companies In 2020

Ellen Carney December 3, 2019
Nearly three dozen insurance decision makers and solutions partners told us how they plan to prioritize their tech investments next year.
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Blog

Faster, Better Life Underwriting Underscores The Need For Smarter Tech

Ellen Carney November 21, 2019
Principal Analyst Ellen Carney highlights three key points insurers should consider when evaluating automated underwriting solutions providers. Read the blog and then check out the latest Wave report.
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Blog

WeBank Is Driving Financial Inclusion At Scale In China

Aurelie L'Hostis October 25, 2019
Around the world, the financial services industry has underserved or even excluded millions of consumers and SMBs (small- and medium-sized businesses) that have long been considered unprofitable. Still today, large numbers of people and businesses do not rely on banks to help them meet their day-to-day financial needs. But you know how the story goes: […]
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Blog

How And What Insurance US Small Businesses Buy Is Changing

Ellen Carney September 10, 2019
Shifts in the labor market, changing technology, and other forces have led small companies to rethink their insurance priorities. Providers will need to adapt.
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Blog

Hot Or Hype? What Are The Insurance Tech Investments That Will Drive Business Value In 2020?

Ellen Carney September 10, 2019
Insurers are transforming their organizations with digital technologies. Drivers ranging from startup incubators and changing customer behavior to new risks and a potential recession are all influencing the tech investments from both carriers and agent/brokers. So just how likely is it that some of these big-buzz technologies will produce business value in 2020? Forrester is […]
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Video

Chinese Banks Offer Great Functionality And Usability, But There’s Still Ample Room For Improvement

Riccardo Pasto July 5, 2019
Chinese banks are vying to offer consumers the best possible mobile experience. We break down what's working and where there's room for improvement.
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