Forrester's Customer Insights

NOVEMBER 2, 2023

Climate change and geopolitical turmoil will help shape a rocky landscape for insurers heading into the new year. Explore a few of our predictions.

Insurance 55

Insurance Industry Trends Customers 55

Forrester's Customer Insights

SEPTEMBER 27, 2023

Forrester analyzed past industry performance and top consumer, regulatory, competitive, and tech trends to help insurers succeed in the next decade.

Insurance 55

Insurance Trends Industry Consumers 55

Forrester's Customer Insights

MARCH 24, 2021

The future of insurance is here. Insurers can no longer wait on the sidelines. The game for who wins the hearts and wallets of tomorrow’s insurance customer. That’s my view and I am sticking to it. You must get in the game. What game you ask?

Insurance 72

Insurance Consumers Customers Industry 72

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Analytics 493

Analytics Data Marketing Customer Journeys 493

CSM Magazine

OCTOBER 25, 2022

Marmalade Insurance, the specialist in insurance solutions for young, student, learner and young named drivers, has been providing trailblazing insurance products to those aged 17-30 since 2006. These benefits are particularly relevant in the insurance industry. Guy Letts, CEO of CustomerSure.

Net Promoter Score 52

Net Promoter Score Insurance Feedback Software 52

Beyond Philosophy

MAY 7, 2022

Here are a few key moments in the discussion: 03:59 Fleischaker explain how the shift to digital channels has resulted in more data available for you to feed into your AI, including that from the Voice of Customer, which requires companies to consolidate it. Click here to join the other 35,000 subscribers. How can we help?

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Forrester's Customer Insights

AUGUST 16, 2021

I speak often with clients about the role of technology in insurance. Of the many innovations we discuss, connected insurance may be the most polarizing. Connected insurance (CI) is nascent across most insurance lines.

Insurance 40

Insurance Connections Innovation Technology 40

InMoment XI

AUGUST 2, 2023

By actively listening, learning, and implementing changes based on customer feedback, customer-focused companies create a framework for continuous improvement. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 260

NPS Customer Centricity Tips Automotive 260

Forrester's Customer Insights

MAY 24, 2023

In insurance, this means shorter repair times, lower claims costs, and better CX. Emerging technology ecosystems are at the cutting edge of innovation, bringing breakthrough solutions to market faster and at a reduced cost.

Insurance 26

Insurance Innovation Technology Marketing 26

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. The Eptica Insurance Digital CX Study builds on research first conducted in 2012.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Forrester's Customer Insights

OCTOBER 30, 2020

As insurers contend with an unpredictable virus and its economic consequences, promising pathways to prosperity will reveal themselves.

Insurance 61

Insurance Customers 61

Forrester's Customer Insights

OCTOBER 30, 2022

Insurance firms in Europe will face considerable headwinds in the coming year. Read our predictions for how they will handle them.

Insurance 26

Insurance Industry Trends Customers 26

Forrester's Customer Insights

NOVEMBER 27, 2023

This is a story of how user experience flaws drove me away from one insurance provider into the arms of its competitor.

Insurance 29

Insurance User Experience Customer Centricity Customer Experience 29

Forrester's Customer Insights

MAY 16, 2019

This makes good home insurance vital. Because I am an insurance geek and cover insurance at Forrester, insurance companies that get me as a customer are rather […]. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care.

Insurance 48

Insurance Company User Experience Customers 48

Forrester's Customer Insights

FEBRUARY 5, 2020

Hong Kong (China) is one of the most sophisticated life insurance markets in the world which has attracted hundreds and thousands of customers from mainland China and many other places. Let […].

Insurance 60

Insurance Marketing Customers 60

Forrester's Customer Insights

MAY 14, 2019

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities. What Did We Learn?

Insurance 48

Insurance Technology Report System 48

Forrester's Customer Insights

JANUARY 22, 2020

I work with digital execs at global insurance firms that are in the throes of digital transformation. And one of the top inquiries that I’ve received from our insurance clients is: what is the ROI of digital transformation? The time has come for insurers to take a hard look at their digital investments to date. […].

Insurance 48

Insurance ROI Customers 48

Forrester's Customer Insights

MARCH 31, 2023

Insurers must focus on the ‘S’ of ESG to grow the market — and their revenue. Here’s how insurers can overcome top challenges and achieve scale.

Insurance 26

Insurance Marketing Financial Industry 26

Forrester's Customer Insights

AUGUST 14, 2019

Given the pace of social change and technological innovation, the future of insurance is very interesting! We recently published research on the future of insurance in which we offer perspectives on three central themes: insurance solutions vs. a products-based focus; ecosystem convergence; and virtual vs. vertical integration.

Insurance 40

Insurance Innovation Technology Customers 40

Forrester's Customer Insights

MARCH 9, 2023

Computer vision technology is a recent entrant in insurance, but it has the potential to revolutionize how insurers process claims, identify fraud, and evaluate risk.

Insurance 26

Insurance Technology Marketing Data 26

Forrester's Customer Insights

JUNE 16, 2023

If there’s a hair’s breadth between keeping pace and treading water, the US health insurance industry is balancing right on it.

Insurance 26

Insurance Trends Report Industry 26

Forrester's Customer Insights

JUNE 28, 2021

The first half of 2021 has been anything but quiet for cyberinsurance! Forrester has seen a steady flow of client inquiries on the topic, with questions coming in not just from the private but also the public sector. Some are trying to navigate acquiring a cyberinsurance policy for the first time, while others are struggling […].

Insurance 71

Insurance Policies Industry Trends 71

Forrester's Customer Insights

APRIL 8, 2022

Cyber insurance is only one component of a bigger enterprise cybersecurity risk management program. However, the cyber insurance market has been on a roller coaster, with skyrocketing premiums, changes in coverage, and a demand for policies that outweighs available supply.

Insurance 26

Insurance Policies Management Marketing 26

Forrester's Customer Insights

NOVEMBER 29, 2018

How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help?

Insurance 51

Insurance Trends Video Strategy 51

Forrester's Customer Insights

SEPTEMBER 10, 2019

As insurers look at the end of the industry’s big cash cow—private passenger auto insurance—many have amped up their small business lines. Big tech, telcos, and insurtechs are also breathing down the necks of traditional small business insurers. Figuring that out is […].

Insurance 42

Insurance Innovation Technology Customers 42

Forrester's Customer Insights

JULY 14, 2022

On July 6, 2022, The Travelers Property Casualty Company of America (Travelers Insurance) filed a suit in Illinois Federal Court against International Control Services, Inc (ICS) asking for policy rescission and declaratory judgment against ICS.

Policies 26

Policies Insurance Travel Company 26

Forrester's Customer Insights

NOVEMBER 16, 2020

Different industries, including insurance, face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath. As a result, insurers […]. However, the consequences of the pandemic are not identical for all companies.

Insurance 43

Insurance Marketing Trends Resources 43

Forrester's Customer Insights

OCTOBER 30, 2018

As Hurricane Willa rapidly moves closer to the US border, how are insurance companies preparing for this next calamity? The rise in natural catastrophes puts mounting pressure on insurance margins. The challenge […].

Insurance 38

Insurance Sales Company 38

Forrester's Customer Insights

JUNE 1, 2021

For the first time in the history of Forrester’s Customer Experience Index (CX Index™), every health insurer tracked in the study earned a rating of “OK.”

Insurance 34

Insurance Study Industry Brands 34

Forrester's Customer Insights

NOVEMBER 7, 2022

The four significant insurance themes that emerged from The Future of Insurance, Europe 2022 event.

Insurance 26

Insurance Industry Trends 26

Forrester's Customer Insights

JULY 13, 2020

Walmart quietly launched Walmart Insurance Services LLC. The new business entity moves Walmart beyond just offering education on insurance to selling health insurance policies. Yes, you read that right, Walmart now has an insurance agency,” reads multiple new job listings on Walmart’s site.

Insurance 50

Insurance Policies Healthcare Retail 50

Forrester's Customer Insights

OCTOBER 26, 2021

Find out what Forrester predicts for insurance companies in 2022 and beyond.

Insurance 26

Insurance Company Financial Industry 26

Forrester's Customer Insights

OCTOBER 18, 2021

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Insurance 26

Insurance Customer Experience Survey Customers 26

CX University

JANUARY 30, 2024

CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. Insurance +71 Banking +74.71 NPS provides useful comparative data across industries. Healthcare +36.42 Logistics +55.08

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

InMoment XI

APRIL 18, 2023

The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity. Figure out what will actually be the most important to the customer. It’s art and science to determine which lever is the easiest to pull.

ROI 260

ROI Tips Healthcare Insurance 260

Forrester's Customer Insights

FEBRUARY 4, 2020

Insurers are spending billions of dollars to modernize claims management. Traditional insurance carriers such as China Pacific Insurance (CPIC) are investing in emerging technologies such as AI, which is among the top technologies to invest in for insurance companies in 2020.

Insurance 29

Insurance Management Technology Company 29

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. This can be a powerful motivator for potential customers who are considering a purchase or service. That couldn’t be further from the truth.

Competitive Advantage 260

Competitive Advantage Software Guidelines Feedback 260