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  • 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,...

  • 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...

  • 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...

  • Report The State Of Marketing Innovation Maturity, 2020

    Benchmarks: The Marketing Innovation Playbook
    February 4, 2020 | Mary Pilecki

    Using data from the Forrester Analytics Global Business Technographics® Marketing Survey, 2019, this report provides CMOs with a benchmark of the marketing innovation maturity of firms around the...

  • 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...

  • Report The UK Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    November 13, 2019 | Joana de Quintanilha

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

  • Report The Forrester Tech Tide™: Digital Claims Management, Q4 2019

    Sixteen Technologies Underpin Claims Management
    October 11, 2019 | Oliwia Berdak

    Claims management is critical to insurers' ability to protect customers in times of duress while protecting firms' financials. To accelerate performance in claims management, carriers are...

  • Report Financial Services Firms Need To Rethink Personalization

    Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale
    September 26, 2019 | Alyson Clarke, Aurelie L'Hostis

    Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial...

  • Report The India Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    September 19, 2019 | Amit Bhatia

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...

  • Report The US Health Insurers Customer Experience Index, 2019

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience
    September 17, 2019 | Faith Adams

    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 Singapore Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience
    August 27, 2019 | Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of the 16 brands in three industries and the government sector in the...

  • Report Show That Digital Insurance Is Private And Secure

    Digital Feature Fix: Reassure Prospects About How You Protect Them
    March 26, 2019 | Benjamin Ensor, August du Pont

    Consumers have plenty of reasons to worry about the privacy and security of their personal financial information, yet we often find that insurance sites and apps are not transparent and fail to...

  • Report Take The Work Out Of Insurance Quotes

    Digital Feature Fix: Remove Obstacles That Keep Prospects From Seeing The Price Of A Policy
    March 19, 2019 | Benjamin Ensor, August du Pont

    Consumers often look for the lowest price when selecting insurance policies. Yet in our reviews, we often find that insurance sites either don't provide a quoting tool or make the process of...

  • Report How US Customers Research And Buy Life Insurance

    Meet Prospects At The Point Of Need With Easy Ways To Research And Apply
    February 14, 2019 | Benjamin Ensor, August du Pont

    Life insurance isn't consumers' top priority — until life events prompt them to buy it. Digital teams need to have the right resources in place for when that moment hits. This report explains why...

  • Report Use Customer Journeys To Guide Your Digital Insurance Strategy

    Processes: The Digital Insurance Strategy Playbook
    February 11, 2019 | Oliwia Berdak, Joana de Quintanilha

    Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies...

  • 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 India Auto And Home Insurers Customer Experience Index, 2018

    How Indian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
    January 3, 2019 | Amit Bhatia

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto and home insurers that we...

  • Report The UK Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    December 21, 2018 | Joana de Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....

  • Report Use Needs-Based Content To Improve Insurance Sales

    Digital Feature Fix: Product-First Sales Strategies Are Shortsighted And A Competitive Disadvantage
    December 20, 2018 | Benjamin Ensor, August du Pont

    Our reviews often reveal that insurance websites and mobile apps are missing important content, features, or functions that help customers complete their goals. While most insurance agents take a...

  • Report Make It Clear Why Prospects Should Insure With You

    Digital Feature Fix: Give Prospects Compelling Reasons To Choose Your Insurance Company
    December 5, 2018 | Ellen Carney, August du Pont

    Many people think insurance companies are all the same. And it's partly insurance companies' own fault. Our reviews for our Forrester Industry Wave™ evaluations often reveal that digital teams at...

  • Report Steer Your Customers' Insurance Journeys With Benchmarks

    Benchmarks: The Digital Insurance Strategy Playbook
    November 2, 2018 | Ellen Carney

    Digital touchpoints must constantly evolve to reflect how consumers and small businesses research, buy, and use insurance. Digital insurance strategy leaders need to deploy digital services that...

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