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  • Business Process Management (BPM)
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  • Report 2017 Technology Imperatives For US Health Insurers

    Regulatory Uncertainty Accelerates The Need For Customer Insight And Engagement
    April 5, 2017 | Kate McCarthy

    2017 is likely to be fraught with uncertainty for health insurers as Congress evaluates massive changes to the Affordable Care Act (ACA). During this prolonged period of uncertainty, insurers will...

  • Report Innovators Will Be The Winners In The Age Of The Customer

    February 12, 2015 | Chip Gliedman

    Organizations that can manage the transition to the age of the customer will be the leaders in their markets during the coming decades. Unfortunately, the systems and processes in place have been...

  • Report Ranking The Most Agile US Banks

    June 19, 2014 | Craig Le Clair

    Banks are burdened with sizable infrastructure, struggle to service traditional and emerging channels, are severely boxed in by increasing compliance demands, and are not particularly nimble — also...

  • Report EA's Value To Customer-Experience-Driven Transformation

    October 9, 2013 | Derek Miers

    Firms can no longer rely on operational excellence or product innovation alone for their success. Sooner or later, cost reduction efforts run out of steam and the organization is forced to...

  • Report Empower Customers By Transforming Business Processes

    A Roundtable Discussion With Forrester Analysts
    August 4, 2011 | William Band, Craig Le Clair, Connie Moore

    Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...

  • Report How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience
    May 24, 2011 | William Band

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

  • Report Insurance Claims: A Classic Untamed Process

    Taming The Insurance Claim Experience
    May 24, 2011 | Craig Le Clair

    At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims...

  • Report Experience-Based Differentiation

    How To Build Loyalty With Every Interaction
    January 2, 2007 | Bruce D. Temkin

    With more access to information, more sensitivity to price, and less sensitivity to advertising, customers are getting harder to win and keep. Organizations try to woo these empowered consumers...