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  • Carlton A. Doty

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  • For B2C Marketing Professionals

    Report

    Report The Power Of Customer Context

    Vision: The Enterprise Marketing Technology Playbook
    March 31, 2016 | Carlton A. Doty, Rusty Warner

    Campaigns are far less effective at winning and retaining customers than they once were. To achieve sustainable competitive advantage now, B2C marketing pros must deliver self-perpetuating cycles...

  • For Customer Insights Professionals

    Report

    Report Predictions 2016: The Path From Data To Action For Marketers

    How Marketers Will Elevate Systems Of Insight
    November 9, 2015 | Brian Hopkins, Carlton A. Doty

    The ballooning scale and diversity of customer data in 2016 will provide rich new sources of insight, equipping firms to engage with customers in novel ways and disrupt entire industries. But...

  • For Enterprise Architecture Professionals

    Report

    Report Predictions 2016: The Path From Data To Action For Technologists

    How Technology Managers Will Elevate Systems Of Insight
    November 9, 2015 | Brian Hopkins, Carlton A. Doty

    The blistering speed of change in data and analytics will heat up more in 2016, making it harder than ever for enterprise architects and technology managers to make sense of it all. In this brief,...

  • For Customer Insights Professionals

    Report

    Report Health Insurers: Prepare For Survival Of The Fittest

    Customer Insights Are Critical To Your Evolution
    September 2, 2015 | Rebecca McAdams, Carlton A. Doty

    Whether or not health insurers are ready, the age of the customer is the new reality and it demands customer obsession. The only successful strategy is to focus your business decisions on consumer...

  • For Enterprise Architecture Professionals

    Report

    Report Brief: Pegasystems Makes Headway Into Front Office

    Process Platform And Solution Frameworks Shift To Focus On Customer And Employee Engagement
    August 21, 2014 | Clay Richardson, Carlton A. Doty

    Pegasystems is well known as the provider of a solid business process management platform — bringing sophisticated, if complex, capabilities to the back-office processes of their customers....

  • For B2C Marketing Professionals

    Report

    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...

  • For Customer Insights Professionals

    Report

    Report The Marketing Accountability Index

    How Customer Intelligence Can Drive Irrefutable Marketing Results
    March 23, 2010 | Carlton A. Doty

    Constantly changing customer behavior and an amorphous mix of marketing channels impede Customer Intelligence (CI) professionals' efforts to drive more accountability into their respective...

  • For B2C Marketing Professionals

    Report

    Report The Forrester Wave™: Email Marketing Service Providers, Q4 2009

    Responsys And ExactTarget Edge Ahead In A Tight Pack Of Eight Leaders
    December 23, 2009 | Julie M. Katz, Carlton A. Doty

    In Forrester’s evaluation of email marketing service providers (ESPs), we reviewed 15 vendors against 69 criteria and found that Responsys and ExactTarget are at the front of the Leader pack....

  • For Customer Insights Professionals

    Report

    Report Social Tools Help Pharma Marketers Build Customer Intelligence

    Why Pharma Should Integrate Social Into The Multichannel Customer View
    June 24, 2009 | Carlton A. Doty

    The pharmaceutical industry faces significant sales and marketing challenges as many of its blockbuster drugs come off of patent and access to healthcare providers becomes increasingly restricted....

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Forrester Wave™: CDHP Platforms, Q2 2009

    Several New Leaders Emerge In A Rapidly Maturing Market
    May 29, 2009 | Carlton A. Doty

    In Forrester's 60-criteria evaluation of consumer-directed health plan (CDHP) platform vendors, we found a tight group of four Leaders with proven ability to serve multiple stakeholders well and to...

  • For Customer Insights Professionals

    Report

    Report Consumer Engagement In Personal Healthcare Finance Dropped In 2008

    Healthcare Marketers Have An Uphill Battle Ahead Of Them
    March 11, 2009 | Carlton A. Doty, Elizabeth Davis

    According to Forrester's North American Technographics® Healthcare Online Survey, Q2 2008, 39% of non-elderly commercially insured adults in the US now own a health spending account. This...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Next Wave Of Individual Purchasers: The (Recently) Uninsured

    January 28, 2009 | Carlton A. Doty, Elizabeth Davis

    What does the average uninsured person in the US look like? Are there differences among this population? Is there a real market opportunity for healthcare eBusiness managers hoping to gain...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Individual Purchasers Of Health Insurance Want Control

    The Demographic Profiles And Attitudes Of US Individual Purchasers Of Health
    January 28, 2009 | Carlton A. Doty, Elizabeth Davis

    Who's purchasing individual insurance? And why? To answer these and other questions, we looked at Forrester's North American Technographics® Healthcare Online Survey, Q2 2008. We found that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report A Look At The Year Ahead: eBusiness Will Be Crucial To Health Insurers

    2009 Will Be A Time Of Uncertainty And Transition In The Healthcare Industry
    January 22, 2009 | Carlton A. Doty

    A recession is hitting US consumers hard as the financial crisis continues to send ripples across US and global economies. Most US industries are feeling the effects —banks, retailers, auto...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Consumers Sound Off On Health Savings Accounts

    Unrest Is Looming Behind A Deceptively Positive Attitude Among HSA Owners
    January 21, 2009 | Carlton A. Doty

    The so-called consumer-directed health (CDH) market has opened a new door for financial services firms. Health savings accounts (HSAs) are the controversial but quickly growing financial "half" of...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Canopy Financial Acquires CareGain

    Consolidation Continues In A Highly Competitive Market
    October 22, 2008 | Carlton A. Doty

    Canopy Financial, a technology solutions provider in the consumer-directed health plan (CDHP) market, announced on October 15, 2008, that it had acquired CareGain — a key competitor —...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Who's Walking In To Retail Health Clinics?

    Consumer Visits To Retail Health Clinics More Than Double From 2007
    September 29, 2008 | Carlton A. Doty, Elizabeth Davis

    Walk-in retail health clinics are forging ahead across the US, with new locations opening at a steady pace. In our recent North American Technographics® Healthcare Online Survey, Q2 2008, we...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Truth About Consumer-Directed Health Plans

    HSAs Swell To More Than 6 Million Accounts And More Than $8 Billion In Assets
    September 25, 2008 | Carlton A. Doty

    The so-called consumer-directed health (CDH) market plunges its roots deeper into the health insurance industry as US employers continue to fight the rising costs of healthcare and more consumers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Become An eBusiness Powerhouse

    Introducing Forrester's Framework For eBusiness Strategy
    September 8, 2008 | Carlton A. Doty

    Forrester interviewed and surveyed dozens of seasoned eBusiness professionals representing a wide cross-section of industries — including financial services, healthcare, hospitality,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Is Your eBusiness Team Ready For Prime Time?

    Introducing Forrester's eBusiness Maturity Model
    August 21, 2008 | Carlton A. Doty, Elizabeth Davis

    How does your eBusiness team stack up against others? How mature is the average eBusiness team? What characteristics should an eBusiness team exhibit — and excel at? To answer these and other...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Benchmark 2008: Healthcare Consumers' Tepid Online Channel Uptake

    North American Consumer Technographics
    July 23, 2008 | Carlton A. Doty

    Now more than ever, the Web is teeming with health-related content as new sites, products, and services seem to flood the market under the health and wellness guise. So how are consumers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Social Technographics® Of US Online Health Information Seekers

    July 11, 2008 | Carlton A. Doty

    The explosion of consumer adoption of social technologies is changing the nature of relationships between companies and their customers. eBusiness professionals in the healthcare industry need to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Payer-Provider Connectivity: How Far Have We Come, And Where Are We Going?

    Multipayer Portals Are Emerging As Providers' Preferred Channel
    June 11, 2008 | Carlton A. Doty

    Payer-provider connectivity remains quite fragmented in the US. As the feds gear up for the inaugural trial of a nascent Nationwide Health Information Network (NHIN) in late 2008, many payers and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Welcome To The Jungle: Google, Microsoft, And Revolution Tout Cures For Healthcare Maladies

    Open Platforms Require eBusiness Executives To Plan For Privacy Protection
    March 19, 2008 | Carlton A. Doty

    More than 28,000 executives attended the 2008 Health Information and Management Systems Society (HIMSS) convention, which featured nearly 900 exhibitors and 220 new product debuts. The underlying...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Use The Web To Attract And Retain Individual Health Plan Membership

    Forrester Exposes Glaring Lack Of Loyalty In A Highly Price-Sensitive Market
    March 14, 2008 | Carlton A. Doty

    Individual consumers seeking health coverage are increasingly going online to find it, but today, many health insurers' Web sites are ill-prepared to turn these visitors into profitable members....