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• Report The Promises And Perils Of Low Code In Insurance Business Processes

  Leverage Low-Code Capabilities By Wedding Business Experts And Developer Forces

  January 16, 2020 | Ellen Carney

  The hottest job in tech? Software developers, where the supply-demand imbalance is getting more acute, especially in insurance. Insurance technologists are hoping to turn business users into...

• Report The Impact Of Emerging Technology In 2030 On mCommerce Experiences In Insurance

  December 4, 2019 | Jeffery Williams, Ellen Carney, Oliwia Berdak

  Emerging technologies will shift the traditional insurance industry to adopt new, digital practices. The accompanying PDF provides a closer look at the impact that emerging technologies will have...

• Report The Top Emerging Technology Investments In Insurance In 2020

  Tools And Technology: The Digital Insurance Strategy Playbook

  December 2, 2019 | Ellen Carney

  Forrester interviewed more than 30 insurance business and technology decision makers to learn their tech investment priorities for 2020. This report provides insurance digital strategy...

• Report The Forrester Wave™: Automated Life Insurance Underwriting Systems, Q4 2019

  The 13 Providers That Matter Most And How They Stack Up

  November 21, 2019 | Ellen Carney

  In our 27-criterion evaluation of automated life insurance underwriting (ALIU) providers, we identified the 13 most significant ones — Accenture, Appian, EXL, Hannover Re, iPipeline, Munich Re,...

• Report Predictions 2020: Insurance

  Insurers Will Seek To Engage Customers With Their Impact Agenda

  November 5, 2019 | Oliwia Berdak, Ellen Carney, Jeffery Williams

  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 The Future Of Work In Insurance

  Loss Estimation And Claims Handling Give Way To Deeper Customer Relationships And Digital Skills

  November 1, 2019 | Ellen Carney, J. P. Gownder, August du Pont

  Digital technology can perform routine tasks, such as data entry, more effectively than humans and has freed up human workers to complete other, more complex tasks. Insurers that find the right...

• Report Emerging Risks Transform Small Business Insurance

  Prioritize Blind Spots To Protect Small Business From Emerging Risk

  August 16, 2019 | Ellen Carney

  US small businesses are buying different insurance policies now versus five years ago. Much of this change is rooted in digital, social, and economic forces. Forrester dug into five years of US...

• Report Video: Emerging Risk And Reward In US Small Business Insurance

  Invest To Protect Small Business Customers From New Risks

  July 23, 2019 | Ellen Carney

  Customer expectations, demographics, competition, and technology are changing US small businesses — and their business insurance needs. Segments historically overlooked in the digital wave, such as...

• Report Now Tech: Life Insurance Policy Administration Systems, Q2 2019

  Forrester's Overview Of 25 Life Insurance Policy Administration System Providers

  June 26, 2019 | Ellen Carney

  You can use life insurance policy administration systems (PAS) to foster customer loyalty, grow revenue, and improve your operational efficiency. But to realize these benefits, you'll first have to...

• Report The Top Insurance Tech Trends To Watch In 2019

  Six Trends Define How Insurers Should Invest To Address Business And Tech Challenges

  May 7, 2019 | Ellen Carney

  Insurers are aiming to transform their organizations with digital technologies. Forces such as emerging technology, changing customer behavior, and new risks are influencing insurance technology...

• Report How Five Drivers Will Shape Insurance Business Technology Investments In 2019

  Take Three Key Tech Investment Actions In 2019

  January 31, 2019 | Ellen Carney

  Insurance business technology teams caught a few breaks in 2018, including fewer (but more costly) insured weather losses and new thinking by regulators when it comes to disruptive technology. But...

• 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...

• Report Case Study: Geoffrey Insurance Boosts Customer Engagement With Personalized Interactive Video

  Personalized Video Increases The Value Of New Customer Communications

  September 17, 2018 | Nick Barber, Ellen Carney

  Insurers struggle to communicate effectively with customers. In an industry rife with dense language and even denser business processes, how can digital business leaders engage customers and...

• Report Help Customers Connect With You When They Need Answers To Insurance Questions

  Digital Feature Fix: Offer Customers Both Self-Service And Human Help

  August 1, 2018 | Ellen Carney, August du Pont

  Digital insurance teams have made their firm's sites and apps much easier to use to speed up quoting, buying, and servicing for customers. But customers will always have questions, even when...

• Report The US Auto And Home Insurers Customer Experience Index, 2018

  How US Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

  June 20, 2018 | Ellen Carney, Faith Adams, 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 were analyzed as part of...

• Report The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018

  US Auto Insurers Undermine Their Websites' Rich Functionality With Cumbersome Navigation

  June 18, 2018 | Ellen Carney, Gina Bhawalkar

  To win and retain customers, auto insurers offer mobile websites that let a vehicle owner research and buy their products, as well as get service from them in a moment of need. To gauge how helpful...