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US property and casualty (P&C) insurance carriers named online and commerce as one of their key business initiatives in 2008. The need to deliver great customer experiences was also one of the top inquiries from P&C carriers in 2008. In a challenging economic environment, P&C IT organizations are now directing budgets to enabling the carriers' online strategy in order to create more loyal customers and policyholders. But just how successful are the results when it comes to the best expression of customer experience — the carrier's Web site?
In this session, Forrester analysts Ellen Carney and Chad Mitchell discuss Forrester's 2009 insurance IT budget and spending trends and examine how effective that spending is in creating differentiated customer experiences by analyzing leading carrier's Web sites. Finally, they offer insights into how P&C carriers can create the best customer experience, even in the face of flat IT budgets.
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