Data Overview Report

The State Of Customer Obsession In Insurance, 2021

Learn From The Habits Of More Mature Companies

August 24th, 2021
Ellen Carney, Principal Analyst
Ellen Carney Principal Analyst
With contributors:
David Hoffman , Rick Parrish , Cole Walsh , Marissa Fritz

Forrester surveyed 35 insurance executives to understand the state of customer obsession in the industry and determine how companies can improve. We found that many insurance firms take the commitment to stand by their customers to heart, but others have work to do. We also uncovered key strategies and examples to help insurers at each level of maturity improve. Take our customer obsession assessment to determine your level of maturity within the insurance industry, then use our advice as a starting point to improve.

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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.