omnichannel

In an on-demand economy, consumers expect real-time service and customer support. Through the use of chatbots, carriers can deliver real-time customer service while also improving operational efficiencies.... Read More >
In a previous blog post (see The Engagement Era), I provided Guidewire’s perspective that we are at the beginning phase of a new era of P&C systems—the engagement era.... Read More >
I believe there has been more change in the P&C insurance industry over the last two years than in the previous 10 or, arguably, 20 years. The trends of change have been well documented and I won’t cover them here. Suffice it to say, the pace of change will accelerate in the years ahead.... Read More >
After spending decades in the insurance industry on several continents, it never ceases to amaze me how we continuously fail to adapt to change as effectively as other industries around us. In the past, it has been possible to get by with expedient choices to address immediate needs. What has crept up on the industry is the impact of a whole generation of new customers with different demands - I am, of course, speaking about Millennials.... Read More >
In my role on the Digital Market Insight team at Guidewire, I spend a lot of time talking to our customers and other insurers all over the world about their digital strategies. It is clear that every insurer is investing in “going digital”. But what is really driving this investment?... Read More >
Many insurers are just beginning to come to grips with the demands being placed on them by their customers. Consumers and businesses have become accustomed to interacting with providers of goods and services – like Amazon, Google, John Lewis – where they can expect a tailored experience, based on the intimate knowledge that those companies have of the customer’s habits, likes, dislikes and needs.... Read More >
Digital technologies have profoundly changed how we do business. Because these technologies impact virtually all business functions and customer interactions, today’s companies recognize the importance of becoming a “digital business.” This notion is certainly supported by insurance industry articles, discussions, and conference references.  But what does it really mean to be a digital business?   ... Read More >