Chad Mitchell

Chad Mitchell

Senior Analyst
Chad Mitchell is a senior analyst with Forrester Research. He serves eCommerce/eBusiness & Channel Strategy professionals with particular expertise in eBusiness and multichannel strategy in global personal lines and life insurance. In his research, Chad covers consumers' online and multichannel insurance shopping behavior and the effect of new technologies and consumer behavior on insurance companies' eBusiness and multichannel strategies. Among the topics he covers are mobile and social media strategies in insurance, acquisition, cross-sell and retention marketing strategies, comparative raters, online guided selling tools, emerging Web and call center technologies for sales and service, agent portals for marketing and underwriting, and the best practices of leading multichannel firms. He advises leading insurers on best practices for public and secure insurance Web sites—analyzing functionality for quoting, policy administration and claims.
All Chad Mitchell's Stories
Insurers shouldn't ignore developing mobile apps for customers, integrating social media across all activities and honing multi-channel communications.
The Toyota recall is the perfect opportunity for carriers to encourage online self-service.
Search is now generating thousands of new policies for agents and carriers, making it an indispensable part of their marketing strategy.
Since research has found that 41% of online insurance consumers are interested in PAYD policies, why hasn't this seemingly innovative and intuitive program been adopted by more states, or backed by regulatory groups?
U.S. life carriers need to understand consumer behavior in order to help agents close new business.
A lack of funding for IT and eBusiness initiatives, channel conflicts and confusion about the role of social networking also plague overseas insurers.
Research from Forrester finds that while U.S. auto insurance customers often utilize the Web to shop, they still prefer to purchase through agents or the call center.
As more and more consumers use comparison-shopping sites, a major question arises for carriers and agents: Are online comparison shoppers really good customers for your book of business?
Given the rise of smartphone adoption among U.S. insurance customers, there is now a massive demand to engage insurers via the mobile Web.
By utilizing Forrester's simple methodology, insurers can evaluate any social, Web, mobile or IT investment.

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