Emily Smith is the senior manager of communication and marketing at Cake & Arrow, a customer experience agency providing end-to-end digital products and services that help insurance companies redefine customer experience.
She runs a rigorous content strategy reflecting Cake & Arrow’s human-centered values, research-oriented work and deep expertise within the verticals of financial services, e-commerce and insurance.
Smith holds a BA in journalism from Point Loma Nazarene University and an MA in English literature from the University of Victoria in British Columbia.
It’s no secret that millennials don’t care much for insurance companies. In fact, recent Bain & Co. research found that 80% of millennials say they would move their insurance business to new entrants that are capable of creating and delivering more value than incumbent insurers, leaving incumbents especially vulnerable to insurtech startups. But when it comes to […]
The term post-digital was coined by a tech journalist named Russell Davies in 2009 to describe a new paradigm he saw on the horizon. His use of the term in no way suggested that digital was to become obsolete or a thing of the past, rather that digital was becoming so commonplace, so deeply entrenched in how we operate […]
“Somehow we have created a monster, and it’s time to turn it on its head for our customers and think about providing some certainty of protection.” – Inga Beale, CEO, Lloyds of London In an early-morning plenary session at this year’s InsureTech Connect in Las Vegas, Rick Chavez, partner and head of digital strategy acceleration […]
A few years ago, the satire site, Cracked, launched a series of fake commercials called “Honest Ads” satirizing various industries. One of their fake commercials was an “honest ad” for a fake insurance company selling car insurance. The commercial features a familiar-looking, aging insurance agent in a suit (and a cape, cuz insurance sales people are also […]
McKinsey research has found that insurance companies with better customer experiences grow faster and more profitably. In 2016, 85% of insurers reported customer engagement and experience as a top strategic initiative for their companies. Yet the insurance industry continues to lag behind other industries when it comes to meeting customer expectations, inhibited by complicated regulatory requirements and deeply entrenched […]