Judy Weader

Principal Analyst

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Trust In Health Insurers: Nearing The Point Of No Return

Arielle Trzcinski September 24, 2025
Trust in health insurers is low. This year’s data makes the hard truth impossible to ignore: Only 25% of noncustomers and 54% of customers describe health insurers as trustworthy. US consumers are bracing for a historic rise in premiums for 2026. They are questioning whether insurance is a worthwhile expense, just as they are increasingly […]
Blog

It’s Time To Talk About Where Your CX Function Should Sit

Judy Weader September 15, 2025
It's one of the most common questions from CX leaders: Where should the CX function sit? We identified multiple factors and variables that influence the best possible home for the CX function in this post.
Blog

Improve Your CX Prioritization With Forrester’s Updated And Expanded Tools

Judy Weader September 11, 2025
How do you make good decisions? That question is at the heart of many conversations I’ve had with clients about CX prioritization. Choosing what to do — and what not to do — is both an art and a science, and you can apply different levels of rigor to your process to enhance your ability […]
Blog

Vaccine Confusion Echoes Nationwide

Shannon Germain Farraher September 10, 2025
In the wake of a sweeping CDC leadership shake-up, deep cuts to mRNA vaccine research funding, and intensifying political debate over public safety, vaccine policy in the US is fracturing under the weight of political and scientific discord.
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Is The US Government Getting Serious About Design Again? Not Really.

Gina Bhawalkar September 2, 2025
Is President Trump’s America By Design executive order a positive step for design? With a lack of focus on accessibility and substance, no.
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It’s Time To Talk About The ROI Of CX For Government

Judy Weader July 8, 2025
Over the past year, we’ve collected stories and interviewed government CX leaders and the consultancies that support government agencies because we want to help public-sector leaders connect CX with mission outcomes.
Blog

The Big Bill Is Now Law: What Healthcare Leaders Need To Know

Arielle Trzcinski July 4, 2025
The One Big Beautiful Bill Act will reshape healthcare for years to come. While it presents challenges, especially for vulnerable populations, it also opens the door to efficiency and new market opportunities.
Blog

US Health Insurers’ Total Experience Fails To Impress

Judy Weader June 24, 2025
Before diving into the highlights of this year’s study, The US Health Insurers Experience Metrics Rankings, 2025, let’s first set some context. Since 2016, Forrester has been tracking the quality of brands’ customer experience (CX), using the Customer Experience Index (CX Index™), which links customers’ perceptions of CX quality to loyalty. This year, we are […]
Blog

The ROI Of CX Isn’t A Fairy Tale

Judy Weader May 19, 2025
Yes, thoughtfully designed CX programs do have tangible revenue outcomes. Yet proving ROI can be a source of frustration for CX leaders and business executives alike.
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Medallia And Qualtrics Conference Highlights: Rivals Offer Different Plans For AI Enhancements

Colleen Fazio April 1, 2025
Over the past two weeks, we attended back-to-back CX events: first, Qualtrics’ X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both Leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprisewide CX programs as well as digital, contact center, and location-based operations leaders. Despite the similarities in […]
Blog

Health Insurers: Poor Communication Harms Your Customer Experience

Senem Guler Biyikli February 26, 2025
Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]
Blog

The State Of Trust In US Health Insurers Is Fragile

Arielle Trzcinski February 21, 2025
Just 56% of consumers trust their health insurer to act in their best interest, putting trust in US health insurers at a three-year low during a watershed moment for the industry. Insurers that create value for customers and earn their trust reap considerable benefits.
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Health Insurers: It’s Time For Better

Arielle Trzcinski February 3, 2025
In 2024, trust in health insurers hit a three-year low, with just 56% of consumers saying that they trust their health insurer to do what's in their best interest. Regain consumer trust by taking these actions.
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Get Ready For A Wild Ride: What Proposed Appointments Mean For US Healthcare

Arielle Trzcinski January 9, 2025
The ride for healthcare leaders is about to get wild. Before the election, healthcare stood at a critical precipice. Now the industry is bracing for a reckoning under the second Trump administration.
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School’s In Session — Five Lessons Learned From The Forrester Wave™: Customer Experience Strategy Consulting Services, Q4 2024

Judy Weader November 26, 2024
Get the five key lessons learned about customer experience strategy consulting services in this preview of our new Wave report.
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The PBM Paradox: Catalysts Of Concentration Risk In The Healthcare Ecosystem

Arielle Trzcinski September 20, 2024
A recent study by the American Medical Association (AMA) noted that just four firms dominate 70% of the pharmacy benefit manager (PBM) industry, a textbook definition of an oligopoly. Learn more about what's driving this trend and what the impact could be.
Blog

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

Judy Weader June 17, 2024
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 […]
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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.
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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, […]
Blog

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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