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  • Jeffery Williams

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  • 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 The US Auto And Home Insurance Customer Experience Index, 2019

    How US Insurers Earn Loyalty With The Quality Of Their Experience
    September 24, 2019 | Jeffery Williams, August du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of...

  • Report The Future Of Insurance

    Vision: The Digital Insurance Strategy Playbook
    July 18, 2019 | Jeffery Williams

    The rapid advancement of digital technology is ushering in new ways to sell, buy, administer, and service insurance. New entrants, with their nimble, digital-first operating models, are challenging...

  • Report Simplify Insurance Customer Journeys By Improving Search

    Digital Feature Fix: Use Search To Help Digital Insurance Customers Navigate And Take Action

    Our Forrester Industry Wave™ evaluations of insurance sites and apps often reveal that these sites miss key content, features, or functions that customers need to complete their goals. A common...

  • Report Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook
    June 17, 2019 | Jeffery Williams

    Evolving customer preferences and nontraditional competitive pressures ranging from retail giants like Amazon and insurtech innovators like Lemonade are disrupting the insurance industry. In...

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