archiveCustomer Experience

We all know that digital technology has changed, and continues to change, how people shop for, buy and employ products or services. Power has shifted in the company towards the customer. All companies must adopt the digital technologies that create the interaction that consumers now demand and expect. But is...

The IoT in Insurance event just concluded in Miami with an impressive lineup of 32 speakers over two days (including yours truly). Above all, the event indicated that the IoT is alive and well in insurance. Insurers are exploring, strategizing, investing, piloting and putting real value propositions into the marketplace....

This is part of a number of interviews by Shefi Ben Hutta with insurance practitioners who bring a fascinating perspective for their work and also to the in general. Here, she speaks with Stephen Applebaum, managing partner, Insurance Solutions Group, and senior adviser at StoneRidge Advisors, who describes the implications...

You may (or might not) remember that when Amazon.com began in the late 1990s, the only focus of the company was selling books online. One product category, one sort of manufacturer, one market focus — individuals who buy books. At that time, virtually everyone in the publishing industry scoffed at...

The connected world is here now. Things are “smart.” As well as for insurers, the implications are huge. Anything you insure is now able to connected, monitored and analyzed. People, places and things, moving or stationary, living or non-living-are all becoming smart. Believe that is an exaggeration? Consider the following...

For example, H5 would be an insurance agent traveling to an accident and manually filling out a claim. Moving over the scale, we find a claimant snapping a picture from the accident utilizing a smartphone after which filing claims utilizing a mobile app and getting money through direct deposit. This...

In their rush to jump around the big data bandwagon, many organizations have lost sight of a much easier yet effective source of customer insight: "small data." Big information is about synthesizing, mining and analyzing mounds of seemingly unrelated information to derive actionable insights about your customer. It is a...

When start-ups jumped into insurance, many focused on the private auto industry. Unsurprising, great deal of thought is arguably the least complex type of insurance and is usually the first to become disrupted (going back to Progressive within the '90s). Now that InsurTech investment is at an all-time high, more...

The Home Insurance Customer Experience Leader portfolio outperformed the industry, establishing a total return which was 42 points greater than the Dow Jones Property & Casualty Market Index.While several home insurance carriers made it into the Leader category many times, just one achieved that distinction for each year of the...

Chief information officers (CIOs) are responsible for decisions and implementations that promise to provide on enterprise goals. A CIO's job is not only to invest in projects that will improve and streamline a company's internal processes but to help keep an eye out for initiatives and capabilities that will keep...