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 sitesanalyzing functionality for quoting, policy administration and claims.