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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.
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
Disruptive technologies are a double-edged sword for environmental sustainability, offering both crucial enablers and significant challenges. On the positive side, technology innovations accelerate energy and resource efficiency, aid in climate adaptation and risk mitigation, monitor crucial sustainability metrics, and even help in environmental conservation. However, the necessary compute power, volume of waste, types of materials needed, and scale of implementing these technologies can offset their benefits.In this webinar, we discuss our latest report, which explores the dual roles of six disruptive technologies, and illustrate the beneficial use cases to guide sustainability and technology leaders on how to use them for good.Key takeaways: Explore the case studies and examples on leveraging disruptive technologies to focus on optimization.Learn about the disruptive technologies that will make the most impact in sustainability in 2025.Target audience level: beginner and intermediate
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
CRM is a critical piece of technology infrastructure that underpins a firm’s ability to deliver next-generation financial services. It connects organizational silos to drive customer and business value. CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes CRM an indispensable tool for financial services firms aiming to enhance customer experiences, streamline operations, and drive growth.Despite the benefits, we often hear that financial services firms struggle to justify the investment in CRM modernization, and firms that have done so say that they’re struggling to extract value. This makes it more important than ever to choose the right vendor. But the financial services CRM market is bifurcating, making vendor choice even harder.Key takeaways: Understand the financial services CRM market, key vendors, and common financial services use cases.Learn how AI (predictive, generative, and agentic) is transforming CRM and what it means for financial services firms.Uncover the mistakes that are leading to the underutilization of CRM by financial services firms.Identify the key considerations that should inform financial services firms’ CRM purchasing decision.Target audience level: intermediate and advanced
B2C business leaders in the US are hungry for business growth in the double digits again. Yet today’s volatile markets and consumer purchase decisions are impacting this growth more than ever. The future of commerce requires a more distributed, dynamic, and intelligent approach.Key takeaways: Understand the factors and dynamics impacting B2C purchase behaviors in the US.Learn about common challenges that B2C business leaders face in creating commerce moments that drive business growth.Dive deep into three different strategies for commerce growth — distributed, dynamic, and intelligent.Discover what you can do as a business leader to embark on the strategies that make sense for your business.Target audience level: intermediate