Judy Weader

Principal Analyst

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US Health Insurer CX Quality Plummets To A Five-Year Low

Judy Weader 2 days ago
There’s just no way to sugarcoat this: US health insurer Customer Experience Index (CX Index™) ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline — and it’s easy to see why: Ten brands scored their lowest ratings in […]
Blog

It’s Not A Mirage: We Need A Way Out Of The Medical Desert

Arielle Trzcinski June 11, 2024
All healthcare ecosystem players must act swiftly and boldly to curb the rise of medical deserts before the healthcare system reaches a point where more preventable tragedies sweep the US.
Blog

Announcing The Customer Experience Strategy Consulting Services Landscape, Q2 2024

Judy Weader June 4, 2024
Nearly 60% of customer experience (CX) decision-makers say that improving CX is the top priority for their organization’s executives, but that doesn’t mean they have to — or choose to — go it alone. In The Customer Experience Strategy Consulting Services Landscape, Q2 2024, Forrester identified 31 firms that are helping businesses diagnose customer problems, […]
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Is Your Strategy Failing You? Or Are You Failing Your Strategy?

Judy Weader April 30, 2024
The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how. When I advise Forrester’s clients on how to think about their customer experience […]
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So What Happens If Cigna Merges With Humana?

Judy Weader November 30, 2023
Cigna has set its sights on Humana and plans to close a cash and stock deal to acquire its fellow insurer before the year’s end, according to The Wall Street Journal. STAT News talked about this possibility several weeks ago, in the context of Cigna potentially selling off its Medicare Advantage (MA) business. Take that […]
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The US Government Might Get (Even More) Serious About CX

Judy Weader October 26, 2023
If a bipartisan group of congresspeople succeeds, the White House’s Office of Management and Budget (OMB) will increase both the oversight and visibility of US government efforts to improve customer experience (CX). Two new bills — one in the House and one in the Senate — propose that the OMB offer oversight and establish standards […]
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Predictions 2024: CX Teams Should Buckle Up For A “Fun” Ride

Judy Weader October 25, 2023
In 2024, we expect that CX leaders will continue to navigate variable footing, in some cases finding themselves caught in the crossfire between new tech and old policies. Prepare yourself for the new year with a preview of our 2024 predictions.
Blog

Prévisions 2024 : les équipes CX vont devoir s’accrocher

Judy Weader 25 Octobre 2023
En 2024, nous nous attendons à ce que les responsables CX continuent à travailler dans des conditions inégales, se trouvant dans certains cas pris en étau entre nouvelles technologies et politiques obsolètes. Préparez-vous pour la nouvelle année avec un aperçu de nos prévisions pour 2024.
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Prognosen 2024: CX-Teams sollten sich für eine „wilde“ Fahrt bereitmachen

Judy Weader 25 Oktober 2023
Wir gehen davon aus, dass sich CX-Führungskräfte im Jahr 2024 weiterhin in einem schwierigen Umfeld bewegen und gelegentlich in das Kreuzfeuer zwischen neuen Technologien und alten Richtlinien geraten werden. Bereiten Sie sich mit einer Vorschau auf unsere Prognosen 2024 auf das neue Jahr vor.
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It’s Time To Tell The Healthcare CX Story In Terms Of ROI

Judy Weader August 8, 2023
Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost. Over 40% say that their health insurer’s financial forms (such as bills and statements) are hard to […]
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US Health Insurers’ CX In 2023: Stable, Trending Toward Stagnant

Judy Weader June 16, 2023
If there’s a hair’s breadth between keeping pace and treading water, the US health insurance industry is balancing right on it. In our latest report, The US Health Insurers Customer Experience Index Rankings, 2023, we reviewed and dissected the latest Customer Experience Index (CX Index™) data for the industry — and became keenly aware of […]
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Inside NOAA’s Accelerated CX Transformation

Alex Stein April 13, 2023
NOAA achieved a CX transformation in two years that usually takes five. Learn how partnering with Forrester accelerated NOAA’s successful CX transformation.
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Decide Today How You’re Going To Prioritize Tomorrow

Judy Weader April 13, 2023
In 2022, Forrester’s data showed that nearly one in five customer experience (CX) professionals said that their program doesn’t have a defined process to prioritize its work. That’s a mind-bogglingly high number of people — and organizations — that are making decisions based on gut feeling, the loudest voice, the highest-paid person’s opinion, or maybe […]
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How The NOAA-Forrester Partnership Led To Success With Federal CX — Interview With Tony Wilhelm

Alex Stein April 13, 2023
In this interview with the NOAA’s Tony Wilhelm, discover how a partnership with Forrester allowed NOAA to fast-track a CX transformation to better serve vulnerable communities.
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The White House’s $500 Million Request For CX Funding Is A Big Step Toward A Vital Goal

Colleen Fazio April 3, 2023
The White House’s budget proposal for fiscal-year 2024 includes more than $500 million in customer-experience (CX)-related investments to continue progress on the administration’s robust CX goals. Predictably, this hasn’t made headlines: It’s just .007% of the total $6.9 trillion budget proposal and doesn’t excite fiery debates like higher-profile requests do. It’s a strong investment, however, […]
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You Asked, We Answered: Questions From Our 2023 CX Predictions Webinar

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
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CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Blog

Three Things US And Canada Government Mobile Websites Need To Fix Now

Judy Weader September 19, 2022
When we set out to do a Digital Experience Review™ of US and Canada government websites, my colleagues and I started by checking to see which sites were most heavily used and how they’re accessed. I can’t rightly say when the balance tipped in favor of mobile access over desktop, but we’re here now — […]
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Exercise Executive Empathy To Get Stakeholders Excited About CX

Su Doyle July 8, 2022
How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.
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Three Tips For Staffing Your CX Team

Judy Weader March 29, 2022
We share our top tips for customer experience leaders who need to staff up the CX team at their organization.
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