For eBusiness & Channel Strategy Professionals

How Dutch Consumers Use The Net To Research And Buy Financial Products

The Web's Role As A Sales Channel Is Growing Fast In The Netherlands

by Alexander Hesse, November 20, 2009

The Internet's role as a distribution channel for financial products is growing fast in the Netherlands. Nearly half of Dutch Net users researched at least one financial product online in the past year, compared with 40% in 2007, and one in five bought . . .

For Vendor Strategy Professionals

What Vendor Strategists Need To Know About Lean — The Hot Topic For CIOs Right Now

by Thomas Mendel, Ph.D., Alexander Peters, Ph.D., October 29, 2009

As smart executives delve into the core of Lean Thinking, the role of technology in Lean-based performance improvements becomes abundantly clear. Senior executives expect their chief information officers (CIOs) to drive improvements in the effectiveness . . .

For Customer Experience Professionals

Emotional Experience Design

Creating Online Experiences That Deeply Engage Customers

by Ron Rogowski, October 26, 2009

As consumers increasingly look to connect with companies online, lackluster Web experiences will damage many brands. But better functional design won't solve the problem. Instead, Forrester recommends that companies master the three principles of a new . . .

For Business Process & Applications Professionals

Trends 2009: Master Data Management

Findings From Forrester's August 2009 Global Master Data Management/Data Quality Online Survey

by Rob Karel, October 23, 2009

Forrester continues to witness growing enthusiasm for master data management (MDM) initiatives across all industries, and in many cases those visions are slowly becoming reality. Yet while many large organizations work to either improve an existing MDM . . .

For Infrastructure & Operations Professionals

Virtual Machine Consolidation Ratio Benchmark, 2009

How Many Virtual Machines Can Enterprises Fit On A Single Physical Server?

by Rachel A. Dines, Galen Schreck, October 23, 2009

According to a recent Forrester survey, the physical to virtual consolidation ratio of server virtualization users varies significantly by company and industry. If your organization has implemented server virtualization but not realized the expected cost . . .

For eBusiness & Channel Strategy Professionals

Seizing Insurance's Mobile Opportunity

Customer Adoption And Investment Grow As US Insurers Play Catch-Up

by Chad Mitchell, October 22, 2009

Smartphone adoption among US insurance customers is growing, and customers are beginning to engage with insurers via the mobile Web for policy administration, claims, and bill pay. eBusiness and emerging channel strategy executives at US insurers like . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Insurance Channel Preferences  (608 KB PPT)

by Jacqueline Anderson, October 19, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for researching and buying insurance, policy payments, and customer . . .

For Sourcing & Vendor Management Professionals

Trends: Selective Sourcing For IT Services  (718 KB PPT)

by Euan Davis, October 15, 2009

These data charts from Forrester's Enterprise IT Services Survey highlight market trends for selective sourcing. The data reveals that more firms are moving from selective sourcing to systematic multisourcing approaches and offers an industry insight . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

For eBusiness & Channel Strategy Professionals

Why Americans Research Financial Products Online But Buy Through Other Channels

Channel Switching Is Driven Largely By Security And Support Issues

by Edward Kountz, Peter Wannemacher, September 22, 2009

Many US customers use multiple channels when buying financial services products, crossing channels during their path to purchase. Among online adults, 41% of financial product applicants research online but buy offline. Security and a need for hand-holding . . .

For Technology Sales Enablement Professionals

North American Insurance IT Spending In 2009

Despite Gloom, Most North American Insurer Budgets Remain Stable

by Ellen Carney, September 22, 2009

The North American insurance industry is still plowing forward in an economy that fell completely off the rails during the third quarter of 2008. This year, insurers are tackling the impacts of a long global recession, hefty declines in rates and written . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Banking Usage And Customer Journey For Financial Products  (439 KB PPT)

by Olesia Klevchuk, September 15, 2009

This highlight deck summarizes the key findings related to financial services from Forrester's European Technographics Benchmark Survey, Q2 2009. This is the third survey highlight in a series from the European Technographics Benchmark Survey, Q2 2009.

For eBusiness & Channel Strategy Professionals

Case Study: Nationwide Insurance Uses Mobile To Offer Customers Self Service On The Road

A Mobile POST Case Study

by Julie A. Ask, Chad Mitchell, September 11, 2009

Nationwide Mutual Insurance was the first US insurer to develop a custom mobile application for the Apple iPhone. The firm's mobile application offers customers the ability to file a claim and upload pictures of an accident, follow a detailed accident . . .

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .

For B2B Market Research Professionals

IT Services: Banking And Insurance Services Budget Data  (542 KB PPT)

by Ellen Carney, August 6, 2009

A data chart on IT services banking and insurance budget data.

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Insurers

by Ron Rogowski, August 6, 2009

The fiercely competitive insurance industry features some of the most esteemed brand names in the US, like Allstate Insurance, Progressive Casualty Insurance, State Farm Mutual Automobile Insurance, and USAA. But how good are the brand experiences offered . . .

For B2B Market Research Professionals

IT Services: Banking And Insurance Services Sourcing Data  (457 KB PPT)

by Ellen Carney, August 6, 2009

A data chart on IT services sourcing data in banking and insurance.

For B2B Market Research Professionals

IT Services: Banking And Insurance Service Provider Selection And Satisfaction Data  (546 KB PPT)

by Ellen Carney, August 6, 2009

Data chart on IT services banking and insurance service provider selection and satisfaction data.

For B2B Market Research Professionals

IT Services: Banking And Insurance Vendor Management Practices Data  (606 KB PPT)

by Ellen Carney, August 5, 2009

Data chart on IT services vendor management data for banking and insurance industries.

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For Technology Sales Enablement Professionals

Pick The Right Sales Strategy To Sell To Insurers

ACORD/LOMA Tech Exhibitors Exemplify Three Go-To-Market Approaches

by Ellen Carney, Scott Santucci, July 15, 2009

When sales teams can tie their offerings to customers' business outcomes, deals move forward. Go-to-market planners target vertical industries like financial services to articulate that value connection within a group of like-minded buyers and boost sales. . . .

For B2B Market Research Professionals

Telecom And Networks North American Insurance And Banking Contact Center Data  (453 KB PPT)

by Ellen Carney, July 10, 2009

These data charts detail how the global recession has affected telecommunications spending and how contact center spending and support in banking and insurance are affected.

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

by Ron Rogowski, July 10, 2009

How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web Site Brand Review methodology. Our tests measure how . . .

For B2B Market Research Professionals

Telecom And Networks North American Insurance And Banking Budget Data  (456 KB PPT)

by Ellen Carney, July 10, 2009

These data charts detail how the global recession has affected telecommunications spending and how budget spending and support in banking and insurance are affected.

For Customer Experience Professionals

Auto Insurers' Cross-Channel Experience, 2009

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

by Bruce D. Temkin, July 10, 2009

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large auto insurers — 21st Century Insurance, Allstate Insurance, Geico, and State Farm. Overall, the auto insurers performed fairly well relative to the . . .