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The business of insurance is about expecting the unexpected, but 2022 took everyone by surprise. Russia’s invasion of Ukraine and the impact on energy prices; extreme drought in food-producing regions around the world; and red-hot wages are creating a return to 1970s-style stagflation that will ultimately hit consumer decisions about insurance. At the same time, those interest rate increases to tamp down inflation offer upsides for life and annuities insurers. War, cost-of-living crises, and access to subsistence-level resources like food, clean water, and heat all highlight another risk — social unrest — with the potential for costly insurance claims.
In 2023, insurance leaders will be navigating turbulence not seen since the financial crisis. These pressures on insurance finances will express themselves in changing business and budget priorities that will impact product development and promotion, policy sales and servicing, M&A strategy, and tech spend.
Key takeaways:
Target audience level: all levels
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Insurance faces a challenging market in 2023, with policy lapses, lower tech budgets, a turbulent insurtech market, and greater regulatory scrutiny.
In this report, we explore Forrester’s predictions for insurance in 2022.
Join Forrester principal analysts Judy Weader and Arielle Trzcinski to hear about the total experience for US health insurers. This webinar covers the components of the Total Experience Score — Customer Experience Index (CX Index™) and Brand Experience Index (BX Index™) — as well as how trust impacts quality perceptions and loyalty indicators.Key takeaways: Learn about the key ratings of total experience, customer experience, and brand experience.Understand the impact of trust on quality perception and loyalty.Target audience level: all levels
In today’s rapidly evolving healthcare landscape, organizations must transform into intelligent healthcare organizations (IHOs) to meet rising expectations from both employees and patients. This webinar explores how becoming an IHO is not a final destination but an ongoing practice that requires more than just technology investment. It involves reimagining workflows, delivering personalized content, building resilient strategies, and fostering intuitive interactions.Despite challenges like internal skill gaps and weak vendor relationships, healthcare leaders can overcome these barriers by adopting Forrester’s Intelligent Healthcare Organization Framework. This approach empowers leaders to evaluate technology with a functions-first mindset and build strategic partnerships. Join us to learn how to infuse clinical intelligence across your enterprise and drive meaningful transformation.Key takeaways: Discover Forrester’s Intelligent Healthcare Organization Framework, a strategic model designed to guide healthcare leaders through the transformation into intelligent, adaptive organizations.Learn how to prepare for the future through smarter tech decisions, including how to evaluate enterprise technology with a functions-first mindset and build resilient, purpose-driven partnerships.Target audience level: intermediate
Connected product engineering services providers help their clients imagine, design, test, build, sell, or maintain connected products. These connected products combine a physical product with supporting apps and digital services and can include anything from a connected toothbrush or coffee machine to software-defined vehicles and smart factories. In this webinar, we look at our most recent evaluation of providers in this market.Key takeaways: Learn which connected product engineering services providers we evaluated in our research, and how they performed.Understand the broad range of tasks a connected product engineering services provider may be called on to tackle. Explore when and how your organization might want to engage with a connected product engineering services firm.Target audience level: all levels
Join our webinar to discover how emerging technologies will reshape digital experiences in the next decade. We explore how organizations can deliver modern interfaces, deepen consumer understanding through advanced analytics, enhance decision-making with intelligent automation, and orchestrate and accelerate experience delivery. We also discuss how these innovations are driving a shift toward more human-centered and empowering experiences.Key takeaways: Learn which emerging technologies will have the greatest impact on digital experiences.Learn how these innovations will enable more assistive, anticipatory, and agentic experiences.Target audience level: all levels
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score reveals that US banks’ brand promises aren’t resonating and CX has declined. What’s going wrong, and which banks are getting it right?Key takeaways: Get an overview of Forrester’s US banking Total Experience Score, which measures how well a brand’s promise resonates with both customers and noncustomers ֫— via Forrester’s Brand Experience Index (BX Index™) — and how customers feel about their actual interactions with the brand — through Forrester’s Customer Experience Index (CX Index™).Learn which US direct and multichannel banks are providing the best brand and customer experience and earning the most trust.Discover the keys to total experience leadership for US banks to win over prospects and to better serve and retain existing customers.Target audience level: all levels
Generative AI (genAI) has distinct security-, efficiency-, and agility-boosting effects in customer identity and access management (IAM), anti-money laundering (AML), and fraud management. This webinar highlights how to use these capabilities.Key takeaways: Learn the uses of genAI in customer IAM.Discover the uses of genAI in fraud management and AML.Explore the risks of genAI and how to overcome them.Target audience level: intermediate and advanced