Search Results

• Report Assess Your Digital Insurance Capabilities

  Assessment: The Digital Insurance Strategy Playbook

  April 9, 2021 | Jeffery Williams

  For insurers, the competitive landscape continues to intensify as smartphone-enabled insurtechs and ecosystem orchestrators exploit the empowered consumer's demand for digital interactions. To keep...

• Report The 10 Core Competencies You Need To Be Future Fit

  April 6, 2021 | Brian Hopkins, Bobby Cameron, Patrick Carroll

  You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...

• Report The Spain Auto And Home Insurers Customer Experience Index, 2020

  How Spanish Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

  April 5, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

  Seguros Catalana Occidente tops Forrester's Spain auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. But with a CX Index score that is just OK,...

• Report The France Auto And Home Insurers Customer Experience Index, 2020

  How French Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

  March 24, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

  MAIF once more tops Forrester's France auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. MAIF rewrote its mail communication and trains its...

• Report The Italy Auto And Home Insurers Customer Experience Index, 2020

  How Italian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

  March 22, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

  Allianz tops Forrester's Italy auto and home insurance Customer Experience Index (CX Index™) rankings, edging ahead of six mediocre, undifferentiated competitors. Allianz provides 19 positive...

• Report The UK Auto And Home Insurers Customer Experience Index, 2020

  How UK Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

  March 18, 2021 | Oliwia Berdak, Clarissa Skinner, Luis Deya

  How well do leading UK auto and home insurers earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six auto and home insurance brands in the UK that...

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  Webinar Works Well With Humans: The Digital Investments That Bring Out The Best In The Claim Experience

  February 25, 2021 | Ellen Carney

  Insurers have made big digital and tech investments to improve both the claimant's experience and the profitability of their claim operations. But are they really paying off? Despite these...

• Report Firms With Advanced Marketing Teams Grow Faster And Focus On People

  Landscape: The Experience-Led Marketing Playbook

  February 22, 2021 | Mary Pilecki

  Using data from the Forrester Analytics Business Technographics® Marketing Survey, 2020, which assessed the marketing innovation maturity of firms around the world, this report offers CMOs insights...

• Report How Australian Financial Services Firms Won Or Improved At CX In 2020

  Long-Term Efforts To Establish Solid CX Foundations Are Paying Off

  February 18, 2021 | Riccardo Pasto

  The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw...

• Report Building The Business Case For Omnichannel Commerce

  Business Case: The Omnichannel Commerce Playbook

  December 7, 2020 | Brendan Witcher

  Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers'...

• Forum Technology & Innovation Global

  Adapt To Win

  November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

  In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

• Report Forrester Predictions 2021: Accelerating Out Of The Crisis

  October 28, 2020 | Sharyn Leaver

  2020 shattered the status quo. In 2021, advanced organizations will adapt and use the upheaval to forge a competitive edge. Discover your organization's path to success. Read Forrester's 2021...

• Forum Summit Asia Pacific

  The must-attend event for B2B & B2C marketing and CX leaders

  September 1, 2020 | Live Virtual Experience | Frederic Giron

  The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

• Report Now Tech: P&C Claims Management Systems, Q3 2020

  Forrester's Overview Of 20 P&C Claims Management System Providers

  July 31, 2020 | Ellen Carney

  As a property and casualty (P&C) insurer, you use a claims management system to improve the claimant experience, boost efficiency through automation, and orchestrate recovery activities across the...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

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  Webinar Three Scenarios: The Evolution Of Insurance In The Age Of COVID

  May 27, 2020 | Ellen Carney, Jeffery Williams

  The impact of COVID-19 on the insurance business might differ on the details, but you can bet that business will look and feel very different than it did at the start of 2020. Consumers have zipped...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...

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  Webinar Invest In Customers' Financial Well-Being To Create Value And Drive Growth

  May 7, 2020 | Aurelie L'Hostis

  Financial services providers are under high pressure to redefine their sense of purpose, as their interests no longer align with those of the customers they serve. Firms should pursue a value-based...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

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  Webinar The State Of Consumers And Technology

  Consumer Technographics® And Business Technographics®

  February 25, 2020 | Anjali Lai

  Take a pulse of technology attitudes and behaviors today, and you’ll see consumers lamenting the abundance of technology and idealizing digital detoxes. However, zoom out to observe how...

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  Webinar How US Companies Improved Their CX Index Scores

  February 19, 2020 | Rick Parrish, Harley Manning

  Most brands in Forrester’s 2019 Customer Experience Index (CX Index™) stagnated. A few broke from the pack and earned significant score increases. This webinar will reveal what some of...

• Report Customer Advocacy 2019: How Advocating For Customers Helps Financial Firms Drive Loyalty

  US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent

  February 3, 2020 | Alyson Clarke, August du Pont

  Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

• Report Build A Business Case For Digital Insurance Transformation

  Business Case: The Digital Insurance Strategy Playbook

  January 21, 2020 | Zhi-Ying Barry

  Globally, insurers have invested billions of dollars in digital transformation. With greater economic and regulatory uncertainty going into 2020, digital insurance executives will need to not only...

• Report Case Study: China Pacific Insurance Transforms Claims Management With Computer Vision

  CPIC Partnered With Baidu To Transform A Core Business Process With AI

  January 15, 2020 | Guannan Lu

  Business and technology leaders understand that powerful AI technologies like computer vision can dramatically improve both customer experiences (CX) and operational performance. China Pacific...