Ellen Carney

Principal Analyst

Forrester Bio

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Predictions 2023: Evolving Risks And Recession Fears Will Redefine Insurer Strategies

Ellen Carney November 30, 2022
The global insurance industry will face a challenging market in 2023, with policy lapses, lower IT spending, and insurtech turbulence.

Five Things You Need To Know In 2022 About P&C Claims Management Systems — And The Vendors That Build Them

Ellen Carney May 31, 2022
In Forrester Research's 27-criterion evaluation of property and casualty (P&C) claims management system (CMS) providers, we identified the 14 most significant ones — Duck Creek Technologies, DXC Technology, eBaoTech, EIS Software, Guidewire Software, Insurity, Majesco, Origami Risk, RGI, Riskonnect, Salesforce, Sapiens International, Snapsheet, and Tata Consultancy Services — and researched, analyzed, and scored them. This report shows how each provider measures up and helps insurance technology architecture and delivery professionals select the right one for their needs.

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, […]
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.

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 […]

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

Ellen Carney September 22, 2020


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.

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.

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.

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.

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 […]

What’s Hot In Insurance Tech In 2019?

Ellen Carney May 14, 2019
Read a preview of our “The Top Insurance Tech Trends To Watch In 2019” report.

The Three Key Actions That Will Define Insurance Tech Investment In 2019

Ellen Carney January 31, 2019
What are insurance technology decision makers’ priorities for 2019? Read three key ways they’re investing to respond to threats like climate change, tech disruptors, and a history of lackluster CX performance.

Top Insurance Tech Trends To Watch In 2019

Ellen Carney November 29, 2018
How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.

Auto And Home Insurer CX Inches Up Slightly In 2018

Faith Adams June 21, 2018
Seven auto and home insurers saw a statistically significant change to their Customer Experience Index (CX Index™) scores in 2018. As a result, the average score for the industry has moved up one point since 2017. Insurers should not get too excited, though. Despite this small lift, most policyholders in the US saw little or no […]

Poor Websites Are Costing American And Canadian Life Insurers New Customers

Ellen Carney April 18, 2018
It’s good times for Canadian and US life insurance companies.  Job and some slight wage growth has spurred an increase in life insurance sales, both through the employer as well as individual life insurance sales.  At the same time,  90+ million Millennials are moving into the life stages of home ownership, parenthood, and marriage that […]

How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Ellen Carney August 15, 2017
Canadian and US insurers have a lot on their plates this year.  They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.  These disruptors are spurring lots of activity in insurance digital labs, insurance venture capital arms, and […]

Back To Basics: How The Most Improved US Auto Insurers Mastered The Mobile Customer Experience

Ellen Carney May 2, 2017
The results are in!  Along with my fellow researchers August Du Pont, Mike Chirokas, I  just completed our yearly review of the mobile features offered by leading US auto insurers.[i]   In our fourth year of assessing these essential portable features, these 13 auto insurers achieved an impressive average score of 75 out of 100, seven […]

The Digital Insurance Imperative: Go Digital Or Go Bust

Ellen Carney April 26, 2017
The bedrock of the insurance industry is quaking. For decades, large North American insurers got bigger by dominating distribution and methodically mastering information technology.  But the confluence of changing customer demands, hundreds of insuretech startups and non-traditional competitors sniffing around the business of insurance is messing up the long-standing insurance equilibrium.  Insurance carriers–and their agents […]

North American Life Insurers Are In Digital Denial

Ellen Carney December 1, 2016
Are you feeling wistful about what online insurance experiences used to be?  Can’t remember how to get back to the Wayback Machine?  You can indulge that nostalgia by simply shopping online for life insurance.  Beginning in Q3, we looked at 13 websites—ten carriers, two online agencies, and one aggregator—in the US and Canada to get […]
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