How do you make a business case for investments in customer service? What does it take to effectively compete on big data? Do insurance tech vendors help or hinder carriers' efforts to be more innovative and responsive? These are among the most important questions facing insurance technology executives today – and they are among the hot topics to be covered at Insurance & Technology's 14th Annual Executive Summit, "The Age of Consumerization: Competing on Insight, Speed & Trust," taking place November 4-7, 2012, at the Terranea Resort in Rancho Palos Verdes, Calif. A roster of thought-leading executive and analyst speakers will share their opinions about the answers to these critical questions at the Executive Summit program. Here I&T offers a sneak peek into some of the insights that will be revealed at this year's event.
[For more information about I&T's Executive Summit program and to register for this year's event, please visit the How To Create Better Tablet Apps to Improve Customer Experience 2012 Executive Summit web site.]
1. What are the benefits of investing in an improved customer experience?
When we seek to have great insight on our customers, insurance carriers can learn a lot from mainstream retailers. 'One view of the customer' is fine as an aspirational goal, but companies, like ours, need to tighten up our focus to accurately identify specific customers across our many data sources in order to develop a view that helps us understand needs, anticipate actions, and drive more business with that customer.
- Rick Roy (pictured right), senior vice president and CIO, CUNA Mutual Group, who will address The Customer Experience Payoff.
Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio