The Sharing Economy and Accountability By Robin Roberson Although we are at the early stages of "reputation capital," we will soon be able to carry our reputation with us across online platforms.
Are You Ready for the New Customer? In North America, the lack of understanding of the new customer puts $1.4 trillion of premium at risk in L&A and P&C.
How to Get Broader View of Customers By Sanjeev Chaudhry A concept called Customer 360 is giving insurers much better insight into customers. The change will bring major benefits.
Insurers Fail at Digital Experience By Olivier Njamfa Insurers could only answer 28% of queries across digital channels, and 14% failed to respond successfully on either email, social media or chat.
How to Bottle Great Customer Experience By Jon Picoult As the story of a prescription medicine bottle shows, everything has a customer experience and must be thought out.
Mobile Messaging: How to Meet Rules By Donna Peeples Many of the most popular social mobile messaging platforms don’t meet regulatory requirements.
Improve Reputations By Peter Blackmore Profiling clients’ risks before recommending insurance reduces conflict-of-interest perceptions surrounding issues like sales commissions.
The Case for Personalization By Tara Kelly Personalization is much more than a sign of respect or of tech savvy. It opens up possibilities for relationship-building through technology.
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.
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).