Katy Cobian

1 month ago | forrester.com | Senem Guler Biyikli |Dipanjan Chatterjee |Katy Cobian

Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act now to communicate clearly and help customers act with confidence.

1 month ago | forrester.com | Dipanjan Chatterjee |Katy Cobian |Arielle Trzcinski

For those of us in the US who track the economy and its implications for consumers and the brands that sell to them, it’s been a head-spinning couple of months. Policies have been coming at us fast and furious as a new administration looks to stamp its mark on the economy.

1 month ago | forrester.com | Katy Cobian |Arielle Trzcinski |Dipanjan Chatterjee

An unwritten truth in large organizations is that the only constant is change. But as the U.S.’s largest employer faces widespread transformation, even the most seasoned leaders may find that their usual leadership playbooks no longer apply. As a small resource for those leading teams during this time of big uncertainty, I’ve rounded up Forrester’s top-read resources on change tactics and leadership to help you guide your teams on their change journeys.

Apr 4, 2024 | forrester.com | Katy Cobian |Bill Martorelli |Sucharita Kodali

In his induction speech into the Wisconsin State Bowling Hall of Fame in 2012, my dad referred to me affectionately as the “pied piper” for my ability to inspire others to go along with new ideas (example: a local bowling fundraiser that raised over $300K for breast cancer research). I had spent the past few years working for my parents’ business of 40 years – you guessed it, a bowling alley. It was a successful business with a loyal but aging customer base.

Dec 20, 2023 | forrester.com | David Truog |Katy Cobian |Aurelie L'Hostis

It was a setback for businesses and consumers on Monday when Adobe and Figma terminated the proposed merger they’d announced last year. But the reason they broke off the engagement was not a change of heart — it was because regulatory bodies in the UK, the EU, and the US signaled such opposition to the marriage that the prospects of getting the overseers’ blessing were dimming beyond hope.