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  • Report Insurtech Funding Roundup, Q1 2020

    Investors Reduce Risk As The COVID-19-Induced Downturn Settles In
    April 27, 2020 | Jeffery Williams, August du Pont

    Insurtechs have brought innovation across the insurance value chain. Incumbents can't stand still, especially as these nimble, digitally conscious startups disrupt insurance marketplaces or bring...

  • Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Insurance

    Emerging technologies will shift the traditional insurance industry to adopt new, digital practices. The accompanying PDF provides a closer look at the impact that emerging technologies will have...

  • Report The Top Emerging Technology Investments In Insurance In 2020

    Tools And Technology: The Digital Insurance Strategy Playbook
    December 2, 2019 | Ellen Carney

    Forrester interviewed more than 30 insurance business and technology decision makers to learn their tech investment priorities for 2020. This report provides insurance digital strategy...

  • Report Predictions 2020: Insurance

    Insurers Will Seek To Engage Customers With Their Impact Agenda

    A potential recession, lackluster customer experience results, and threats from big tech are on insurance executives' minds. In 2020, they will counter this negative environment with a burst of...

  • Report US Insurance Customers Love Their Agencies

    Insurance Agencies Drive Loyalty And Retention
    October 1, 2019 | Jeffery Williams

    Rapidly advancing digital technologies are changing how customers buy insurance and engage with their carriers and insurance agencies. But does this spell the death of the insurance agency? We've...

  • Report Emerging Risks Transform Small Business Insurance

    Prioritize Blind Spots To Protect Small Business From Emerging Risk
    August 16, 2019 | Ellen Carney

    US small businesses are buying different insurance policies now versus five years ago. Much of this change is rooted in digital, social, and economic forces. Forrester dug into five years of US...

  • Report Video: Emerging Risk And Reward In US Small Business Insurance

    Invest To Protect Small Business Customers From New Risks
    July 23, 2019 | Ellen Carney

    Customer expectations, demographics, competition, and technology are changing US small businesses — and their business insurance needs. Segments historically overlooked in the digital wave, such as...

  • Report The Top Insurance Tech Trends To Watch In 2019

    Six Trends Define How Insurers Should Invest To Address Business And Tech Challenges
    May 7, 2019 | Ellen Carney

    Insurers are aiming to transform their organizations with digital technologies. Forces such as emerging technology, changing customer behavior, and new risks are influencing insurance technology...

  • Report Service Design Improves CX By Bridging Silos

    Companies With Fragmented CX Efforts Can Do Better By Learning The Service Design Approach
    January 11, 2019 | Karine Cardona-Smits

    Brands are investing in customer experience (CX) but still struggle to meet expectations. Why? It's often because of missteps in the way they adopt UX practices and innovate. CX and UX...

  • Report The Rise Of Customer Service Robots

    Use Physical Robots To Make Operations More Human
    August 21, 2018 | Kate Leggett, Ian Jacobs

    Customer service leaders are reimagining their operations with automation and AI at the center, fundamentally changing the nature of jobs. Customer service robots — semi- or fully autonomous...