customer experience

In 2020, digital customer experience continues to be a top priority for the insurance industry. Consumer demands are driving digital evolution and forcing the industry to embrace an accelerated pace of change and exponential advances in technology. Insurers are seeking new strategies to develop technological capabilities, access new channels, and expand offerings to deliver the customer experience that consumers expect. ... Read More >
Email is a mixed blessing for commercial lines insurers: It’s a fast, convenient way to communicate with policyholders, but because of email’s freewheeling format, every message is different and standards are few.... Read More >
A colleague of mine recently sent me a fascinating article entitled, “Transient Advantage,” authored by Rita Gunther and published in June’s Harvard Business Review. If you are a business professional, if defining strategy is part of your job, or if you’ve ever uttered the phrase “competitive advantage,” then I advise you to STOP and go read this article NOW. To make it easy for you, here’s a link: ... Read More >