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  • Report The US Health Insurance Customer Experience Index, 2017

    How US Health Insurance Brands Earn Loyalty With The Quality Of Their Experience
    September 27, 2017 | Faith Adams, Kate McCarthy, Dylan Czarnecki

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

  • Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • Report Customer Experience Index, 2011: Health Insurance Plans

    Health Insurance Plans' Improvement Efforts Are Starting To Pay Off . . . Slowly
    April 29, 2011 | Elizabeth Boehm, Megan Burns

    Health insurance plans as an industry had the lowest average score in Forrester's Customer Experience Index, 2011. But the news isn't all bad. Companies like Tricare and Kaiser had scores in the...

  • Report Six Steps To Member-Centric Health Plan Sites

    Aligning Member And Business Goals To Get Member Sites Back On Track
    February 17, 2010 | Elizabeth Boehm

    Health plans track a lot of data about their member sites but still struggle to understand what value it brings to their business and how to improve it. These issues are a sign of a bigger problem:...

  • Report Customer Experience Index 2010: Health Insurance Plans

    February 12, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based...

  • Report Where To Find Help For Web Design Projects, 2009

    North American Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities
    May 8, 2009 | Vidya L. Drego

    Web site owners know that selecting the right Web design vendor can be a stressful and complicated endeavor. Budgets for design services are tight, but interactive design agencies are still...

  • Report The State Of Customer Experience, 2009

    Customer Experience Management Enters Into Adolescence
    April 24, 2009 | Bruce D. Temkin

    Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

  • Report The Netherlands' Customer Experience Index Snapshot: Health Plans

    February 18, 2009 | Harley Manning

    Forrester asked nearly 5,000 consumers in the Netherlands about their interactions with a variety of health plans, gauging the usefulness, usability, and enjoyability of those experiences. Based on...

  • Report Where To Find Help With Automated Calling For Healthcare

    Eliza, Silverlink, Varolii, Vocantas, And Warm Health Report Healthcare Program Expertise
    February 11, 2009 | Elizabeth Boehm

    As healthcare companies get more focused on preventive care and proactive communication, they need messaging platforms that can provide flexible, compelling experiences to a diverse range of...

  • Report Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

    February 3, 2009 | Jonathan Browne

    In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best...

  • Report The Customer Experience Index, 2008

    Consumers Rate The Customer Experience Across 113 Large US Firms
    December 12, 2008 | Bruce D. Temkin

    Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer...

  • Report Customer Experience Index Snapshot: Health Plans

    December 7, 2007 | Bruce D. Temkin

    Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

  • Report The Customer Experience Index, 2007

    Consumers Rate The Customer Experience Across 112 Large US Firms
    November 21, 2007 | Bruce D. Temkin

    Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

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