Strategy & Operations

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The Rising Value of Flexibility

By

Heather Wilson

When we step outside the confines of either/or thinking and embrace a "both/and" mindset, we can achieve great things in our work and home lives and in our businesses.
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Simplifying Policy Applications With Insurtech

By

Vara Kumar

Solutions that help explain the process and catch and correct errors before they happen increase productivity and improve the applications' success rate.
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Payment Processes Must Be Simplified

By

Michele Shepard

Insurance companies pursue digital transformation and customer experience optimization but overlook some of the fundamentals. This is exemplified by payments.
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Understanding the Suicidal Person

By

Sally Spencer-Thomas

"Why?" We never get to ask the person who died. We can only infer from notes left behind, snippets of last conversations and changes in behavior.

Customer Experience

Simplifying Policy Applications With Insurtech

Solutions that help explain the process and catch and correct errors before they happen increase productivity and improve the applications' success rate.

What Customers Actually Value

A survey by Hi Marley identifies two problems in the claims process that annoy customers, yet that would be easy to fix via technology and some training.

Evolution of The Contact Center Experience

Randy Leiker

The most important contact center metrics are: satisfaction, customer experience, quality assurance and revenue growth -- but the most measured is “call handle time.” Hmmm.

Diversity & Inclusion

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Bridging Cultures: 5 Steps for D&I Success

Wendy Houser

A key to diversity and inclusion is having strong support from senior leadership. Another is naming a single leader to be responsible for the success of all your efforts.

AI and Discrimination in Insurance

Mitch Wein

Charlie Kirchofer

AI's algorithms can lead to inadvertent discrimination against protected classes. Insurers must be vigilant.

How to Outperform on Innovation

Amy Radin

It is up to all of us leaders to advance diversity and inclusion. It's the morally right thing to do, and it's the only commercially smart answer.

Leadership

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The Rising Value of Flexibility

Heather Wilson

When we step outside the confines of either/or thinking and embrace a "both/and" mindset, we can achieve great things in our work and home lives and in our businesses.

Understanding the Suicidal Person

Sally Spencer-Thomas

"Why?" We never get to ask the person who died. We can only infer from notes left behind, snippets of last conversations and changes in behavior.

Can Insurers Be At Least A Bit Optimistic On Inflation?

In this webinar with ITL Editor-in-Chief Paul Carroll, Dr. Michel Leonard, head of the Insurance Information Institute's Economics and Analytics Department, lays out the Triple-I's latest thinking on the perplexing problem of inflation.

Operational Efficiency

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Person holding credit card in front of a laptop

Payment Processes Must Be Simplified

Michele Shepard

Insurance companies pursue digital transformation and customer experience optimization but overlook some of the fundamentals. This is exemplified by payments.

Financial Transformation Is Already Paying Off

Anton Tomic

The idea that financial transformation can help insurers better serve their customers even as they position their businesses for rough seas is no longer theoretical.

Two women looking over papers in an office

How to Transform Your Core Platforms

David Kuhn

Having a team that's adaptive is essential. Transformation needs to be top-down and bottoms-up. Everyone involved understands why we're going somewhere.

Talent Gap

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Business people touching hands above a table

Talent Gap: Getting Back to Basics

John Smith

As the industry faces mass retirements and a challenging labor market, it’s time to get down to brass tacks. Maybe the solution is simpler than we think.

a graphic with multiple doors in a white void. A man in a suit is walking through the first and more central door.

The Staffing Crisis in Insurance

The Great Resignation is walloping insurance--65% of those who resigned from a job in the past two years left the industry entirely.

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Vendors Up Their Game in Competition for Talent

Karen Furtado

When jobs are in high demand for both employers and prospective employees, it creates a hyper-competitive job market that requires a strategic approach.

Six Things