Blog


Driving Retention and Customer Lifetime Value Through Customer Experience Management
April 29, 2010 @ 12:54 PM | By Christine Hintze

Focusing on just adaptive learning models and tailored retention strategies could help organizations achieve significant benefits through a more accurate understanding of which value-generating customers are "at risk" of defecting, so that scarce resources can be refocused where it matters using tools that facilitate relevant customer-centric conversations.

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Breaking Down Silos with Enterprise Workforce Optimization
April 21, 2010 @ 16:49 PM | By Christine Hintze

Recently, a number of insurance providers have turned to workforce optimization (WFO) software to drive enterprise-wide performance improvements. Historically, WFO has been proven in the contact center. Today, the next-generation offering has evolved creating a robust system that supports not only the contact center, but also complex back-office operations.

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Molecular Diagnostics: The Case for Targeted, Recurring Analytics
April 13, 2010 @ 08:05 AM | By Christine Hintze

Staying a step ahead of emerging technology doesn't happen by accident. Total gene profiling and molecular therapeutics are right around the corner. Considering the rapid growth in molecular and genetic diagnostic testing, it is critical for health plans to develop utilization management strategies today that employ a smart, targeted and recurring analytics approach.

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Is Your Organization Optimized? Participate in Tomorrow's I&T Virtual Event To See Where You Stand
April 12, 2010 @ 13:37 PM | By Anthony O'Donnell

If your company's senior leadership asks "Are we optimized?" how will you respond? By attending Insurance & Technology's first Virtual Event tomorrow beginning at 10:00 AM Eastern, you'll gain insights in answer to that question from a distinguished group of speakers, as well as having the opportunity to share your own with those of industry peers in a unique virtual space.

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Is It Evil To Profit From The Poor?
April 09, 2010 @ 10:20 AM | By Anthony O'Donnell

The premise of microfinance is that poor people can be responsible borrowers but the financial system does not normally provide instruments that are matched to their extremely modest means. If the premise is correct, then the poor will be able to use their loans to good account, gaining access to capital in order to create more capital, however modest the scale.

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The Plan for Alternative Sourcing: From Strategy to Monitoring
April 01, 2010 @ 13:32 PM | By Christine Hintze

Successful programs require a disciplined, holistic approach, including a strategic concept and a comprehensive plan, to avoid these common risks. Successfully completed, these closely related steps set the stage for the subsequent transition and monitor phases.

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