What CVS/Aetna Can Teach Insurers By Tom Anderson Consumers no longer tolerate a supply chain that sees vital products and services changing too many hands with too little added value.
Is Digital Really Rocking the Industry? By Maria Ferrante-Schepis You must understand the phases of the customer experience cycle and align all channels around the experience you want to create.
Why Move the Establishment? By Laila Beane Consumers care little about technologies and processes – all they care about is getting information immediately and via a device of their choice.
5 Technologies That Boost Engagement By Michael de Waal Unfortunately, the insurance industry has one of the lowest rates of customer engagement. Too often, the only contact with the customer is the bill.
Profiles in the Customer Experience By Mark Breading The experiences show why human intermediaries will be around insurance for a long time in most lines of business.
Touching Customers in the Insurtech Era By Stephen Goldstein It is imperative that all companies (not just in insurance) find better ways to interact and engage with their customers.
Motto for Success: 'Me, Free, Easy' By Zeynep Stefan Today's products must be customized, inexpensive and simple to configure and understand -- and insurtech makes all three possible.
3 Key Considerations for Multi-Channel By Gregory Bailey Keep in mind the experience you’re delivering, its consistency across channels and the process for renewing policies digitally.
Continuous Improvement Comes to Insurance By Tom Bobrowski Process intelligence tools let operations leaders “see” digital products being built, enabling use of statistical process control techniques.
The Experience/Efficiency Paradox By Rory Yates Insurers must move from the manufacturing era (efficiency through administrative scale) to the ecosystem era (maximizing the value of a relationship).
Changing Expectations on Mobile Payments By Julie Schieni 41% of millennials with insurance purchased it with their mobile device, and other generations are moving in that direction, too.
6 Words to Focus Your AI Innovation Strategy By Chunka Mui Is it time for insurers to go big on ChatGPT? The short answer is no. The right approach is: Think Big, Start Small and Learn Fast.