Trends Report

The Best And Worst Beneficiary Experiences Among US Financial Services Firms

June 16th, 2020
Ellen Carney, Principal Analyst
Ellen Carney Principal Analyst

Summary

To help financial services firms improve their beneficiary customer experience, we reviewed the experiences on a range of US sites. Financial services firms need to stop thinking of the beneficiary/survivor process as a transaction but instead as an opportunity to continue a relationship. Watch our 11-minute review of the many good — and not so good — examples of how US financial services firms approach this life event, even at account opening.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.