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How NOT to Inspire Change

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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.

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ITL Focus: Customer Experience

This Month's Focus Topic 

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My request of insurance companies for some time has been that they provide a customer experience like airlines do.

That surely sounds odd. Airlines are known for awful service. But they've started doing a small thing that I find useful and that insurers should aim to duplicate.

Whenever I have to change planes--and having Sacramento as my home airport means I have to change planes to get just about anywhere--I have a text notification waiting for me when I land, telling me what gate my next flight leaves from and what the estimated departure time is.


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