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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 Life-Cycle Industry Overview: Over-The-Counter Health Products

    A Consumer Technographics® Report
    September 11, 2013 | Reineke Reitsma

    When it comes to buying health-related products, consumers take extra care to learn about the item. Although over-the-counter health products aren't generally high investments on the basis of...

  • Report Mapping The US Health Insurance Landscape From The Consumer's Perspective

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    July 23, 2013 | Gina Fleming, Carlton A. Doty

    The US healthcare industry is in the middle of massive reform. This has prompted many health insurance marketers to ask what these changes mean for health insurance providers and how they can best...

  • Report Fitness Wearables — Many Products, Few Customers

    Product Strategists Must Broaden Wearables' Appeal Beyond Fitness
    January 28, 2013 | Sarah Rotman Epps

    Wearable devices are part of the next wave of growth and innovation in personal computing, a phenomenon we call "smart body, smart world." Wearables could target any use case, from gaming to...

  • Report Digital Health Management Needs A Makeover To Broaden Its Consumer Appeal

    Forrester Technographics Digital Consumer Community Report
    December 17, 2012 | Lindsey Colella

    Tracking and managing personal health information — with technology or without — is not a mainstream consumer activity today. There are multiple reasons for this: Consumers lack self-awareness of...

  • Report Should Social Media Be Part Of Your Healthcare Customer Experience?

    First Consider How Consumers Engage With Social Media For Health
    March 13, 2012 | Elizabeth Boehm

    Social media adoption is growing, but is there any value to be had for healthcare companies and their customers? In this report, Forrester looks at consumer adoption of social media for health as...

  • Report Innovation In Hospital Customer Experience

    How Leading Hospital Systems Drive Change Inside And Outside Their Walls
    February 8, 2012 | Elizabeth Boehm

    Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

  • Report The Health Insurance Customer Experience Professional's Guide To Healthcare Reform

    What US Consumers Expect From Reform And How To Respond
    September 23, 2011 | Elizabeth Boehm

    US online consumers are confused about health reform — and it's no wonder given the volatile political rhetoric surrounding one of the Obama administration's most controversial acts. Overall,...

  • Report Health Insurers Still Struggle To Deliver Positive Multichannel Customer Experiences

    Why Insurers Need To Raise Their Customer Experience Game
    August 15, 2011 | Elizabeth Boehm

    In a world of proliferating communication and service channels, health insurers are increasingly adding new touchpoints in efforts to satisfy customers and complement existing channels. But...

  • Report Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool

    July 26, 2011 | Elizabeth Boehm

    As health insurance plans get more complex and members' responsibility rises, insurers struggle to meet members' needs for accurate plan- and member-specific cost estimates for medical services. In...

  • Report Best And Worst Of Website User Experience, 2011: Health Insurers

    Forrester Applies Its Website Review Methodology To Seven Health Insurers' Sites
    May 19, 2011 | Elizabeth Boehm

    Health plans have invested a lot in their public consumer-facing websites. But have those investments yielded consumer-friendly experiences? To find out, Forrester evaluated the public websites of...

  • 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 Innovation In Health Insurance Customer Experience

    How Leading Health Insurers Drive Change Inside And Outside Of Their Walls
    April 5, 2011 | Elizabeth Boehm

    The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now....

  • Report Case Study: Regence Uses Chat To Boost Customer Satisfaction

    What Customer Experience Professionals At Other Firms Can Learn
    February 15, 2011 | Elizabeth Boehm

    Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

  • Report Consumers Toe-Dip In Health-Related Social Media

    December 3, 2010 | Elizabeth Boehm

    Health plans are looking for new ways to connect with consumers, including via social media. But plans worry about consumer engagement levels with these new platforms. Forrester asked consumers...

  • Report Mobile And Social Gain Ground In Wellness And Disease Management

    Consumers Report On Program Availability, Usage, And Relevance
    December 1, 2010 | Elizabeth Boehm

    Forrester surveyed US online nonelderly commercially insured consumers to find out how open they are to using health management programs offered by their health plan or employer and in which...

  • Report Case Study: Blue Shield Of California Uses Social Media To Engage Members

    November 30, 2010 | Elizabeth Boehm

    While many health plans toe-dip in the social media space by building a Facebook page or launching a Twitter feed, Blue Shield of California has taken the plunge with a more substantial initiative....

  • Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report US Consumers Aren't Enthusiastic About Medical Tourism

    September 13, 2010 | Elizabeth Boehm

    In an effort to control skyrocketing health costs, some pioneering health plans and employers are testing the waters of medical tourism by paying for consumers to travel overseas for less expensive...

  • Report Lack Of Awareness And Weak Design Hamper Adoption Of Internet-Based PHRs

    July 29, 2010 | Elizabeth Boehm

    Internet-based personal health records (PHRs) give consumers a place to store and maintain their personal health histories, access tools that help monitor and improve health, and increasingly...

  • Report Consumers Are Leery Of Healthcare Video Visits

    July 29, 2010 | Elizabeth Boehm

    Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a...

  • Report US Physician Web Sites: Poorly Designed And Underutilized

    July 13, 2010 | Elizabeth Boehm

    Most industries take basic Web capabilities, such as offering essential information about the business and some basic communication capability, for granted — but the medical industry can't....

  • Report How Satisfied Are Consumers With Phone Experiences In 2010?

    Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries
    July 12, 2010 | Megan Burns

    For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

  • Report Attention Health Plans: Consumers Want Control Over Their Communications Preferences

    June 18, 2010 | Elizabeth Boehm

    Health plans want to engage consumers, but are their communications getting through? Consumers want control over their communications preferences, and only a third say that health plans do a good...