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ITL On Demand

 ITL On Demand is a webinar program focused on important opportunities for innovation in risk management and insurance. Moderated by ITL Editor-in-Chief Paul Carroll, the webinars draw on experts from across the industry, from promising startups to the largest incumbents. Hot-button topics include blockchain, AI, telematics and IoT — and their potential to slash costs while opening new markets for companies across the insurance ecosystem.

Can P&C Grow Despite Mounting Global Risks? Global Insurance Forum Experts Series: An Interview with Joshua Landau Global Insurance Forum Experts Series: An Interview with Ken Mungan Global Insurance Forum Experts Series: An Interview with Olav Cuiper Turning Underwriting Inside Out


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ITL Focus: Customer Experience

This Month's Focus Topic 

Customer Experience

When I think of the customer experience, I imagine a warm handshake or smile from someone I'm dealing with, empathy about my concerns, expertise, etc., but two experts I spoke to recently say I'm greatly overstating the importance of the softer side. They say the key for customers these days is simple: They want speed. 
Fast. Faster. Fastest.
Jay Baer, long a guru on the customer experience, says speed is almost as important to consumers these days as price. David Samuels, chief commercial officer at Pie Insurance, a startup that initially focused on workers' comp for small businesses and recently added commercial auto, says the company draws on some 18 to 20 data sources and has built algorithms that let it make decisions automatically on more than half the submissions it receives. A spokeswoman says decisions are made automatically for 73% of class codes.

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