Customer Experience

We are increasingly living in an experience-driven culture as opposed to a possessions-focused culture. That means a new customer journey.

Failed attempts at personalizing the customer experience have the exact opposite effect that they are supposed to when the data is bad.

Chatbots are still in their early stages, but it is hard not to see their game-changing potential in the insurance space.

Once an insurer is prepared to gather evidence quickly, quote quickly and engage with speed — every situation becomes an opportunity.

Insurance will have to adapt to both the on-demand nature of work and the on-demand nature of consumption. This is the industry's Uber moment.

A traditionally complex industry is intersecting with a cognitive culture that is mentally trying to simplify, reduce effort and be more intuitive.

Many firms apply Maslow’s hierarchy of needs to seduce customers -- but stop once a sale is made. Why not continue?

Many carriers fail to realize that speed of claims resolution is just as important to consumers as professionalism and courtesy.