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The Digital Insurance Strategy Playbook For 2020

Innovate Insurance With Technology

Digital technologies are transforming the entire value chain of insurance, opening up new distribution opportunities; altering how insurers can assess, price, and manage risks; and creating new...

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  • Forum Technology & Innovation

    learn best practices for driving innovation across your enterprise.
    November 3, 2020 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    In today’s innovation-driven business environment, technology leaders have a unique opportunity to move beyond the traditional back-office IT function and become the catalysts of business...

  • Forum Security & Risk

    Learn best practices for data security and cybersecurity risk management.
    September 22, 2020 | Washington, D.C. | Laura Koetzle, Stephanie Balaouras, Heidi Shey

    As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk 2020 to learn about...

  • Forum CX Singapore

    Supercharge Your CX Practice In One Day
    September 3, 2020 | Singapore | Frederic Giron

    CX Singapore 2020 is a one-day intensive event that will arm you with the tools and inspiration necessary to take your customer experience practice to the next level. Join us on September 3, 2020...

  • Forum CX North America

    Cutting-edge, interactive CX programming
    June 16, 2020 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

    Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

  • Forum Technology & Innovation EMEA

    Learn how you can become an engine of innovation at your organization.
    June 4, 2020 | London | Pascal Matzke

    As a technology leader, you have a unique opportunity in the year ahead. You can expand your role from manager of internal technology to your organization’s innovation leader. Are you ready...

  • Forum Technology & Innovation APAC

    Learn how to become the catalyst of innovation in your enterprise.
    May 26, 2020 | Mumbai | Amit Bhatia, Frederic Giron, Leslie Joseph

    In 2020, technology leaders in the innovation-driven Asia-Pacific region have a chance to rise above the day-to-day management of IT systems and become a true catalyst of business...

  • 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 Insurtech Funding Roundup, Q1 2020

    Investors Reduce Risk As The COVID-19-Induced Downturn Settles In
    April 27, 2020 | Jeffery Williams, August du Pont

    Insurtechs have brought innovation across the insurance value chain. Incumbents can't stand still, especially as these nimble, digitally conscious startups disrupt insurance marketplaces or bring...

  • Report Now Tech: Insurance Agency Platforms, Q1 2020

    Forrester's Overview Of 28 Insurance Agency Platform Providers
    February 13, 2020 | Jeffery Williams

    You can use insurance agency platforms to deliver omnichannel customer experience (CX), improve your agency network's operating efficiency, and boost revenue and market share. But to realize these...

  • Report Build A Business Case For Digital Insurance Transformation

    Business Case: The Digital Insurance Strategy Playbook
    January 21, 2020 | Zhi-Ying Barry

    Globally, insurers have invested billions of dollars in digital transformation. With greater economic and regulatory uncertainty going into 2020, digital insurance executives will need to not only...

  • 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 Digital Upheaval Of Life Insurance In Singapore And Hong Kong

    How To Win Over Empowered Consumers
    January 14, 2020 | Tom Mouhsian, Meng Liu

    Even in Singapore and Hong Kong, two of the most sophisticated life insurance markets in Asia Pacific, digitally empowered customers with heightened digital expectations are likely to switch...

  • Playbook The Digital Insurance Strategy Playbook For 2020

    Innovate Insurance With Technology

    Digital technologies are transforming the entire value chain of insurance, opening up new distribution opportunities; altering how insurers can assess, price, and manage risks; and creating new...

  • Report Innovate Insurance With Technology

    Executive Overview: The Digital Insurance Strategy Playbook
    November 14, 2019 | Oliwia Berdak

    Digital technologies are transforming the entire value chain of insurance, opening up new distribution opportunities; altering how insurers can assess, price, and manage risks; and creating new...

  • Forum CX Europe 2019

    Change The Game: Leading Radical CX Innovation
    November 14, 2019 | Joana de Quintanilha

    First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

  • 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 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 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 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 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
    June 24, 2019 | Jennifer Wise, Jeffery Williams, August du Pont

    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...

  • 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 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...

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