Acquire, Onboard, and Serve Customers Better in 2012 and Beyond
An Insurance & Technology Webcast

The insurance industry is going through a sea change. Online insurance sales continue to increase year after year with home and auto insurance alone rising from $8.4 billion in 2010 to $14 billion in 2015, according to Forrester Research.

Meanwhile, consumers are going mobile, tablet, and social - and more worrisome to insurers - to the competition, when they can not engage with carriers across these touch points as well as offline channels.

Learn what property, casualty, life, and health insurers can do to position themselves for success in this new normal.

Date:Tuesday, February 14, 2012 / Time:11 am PT / 2 pm ET

What's the Ideal Web Experience for Today's Financial Services Consumer?
An Insurance & Technology Webcast

It's not news that insurers' and banks' current customers and prospects want to communicate more with their carriers via online channels. Now that the secret is out, simply having customer portals, mobile applications, and social media presences isn't enough. Financial institutions looking to differentiate themselves from the competition must provide an experience through those channels that shows an understanding of the nuances and preferences of the connected consumer.

From Paper to Digital - The Insurance Digital Self-Service Imperative
An Insurance & Technology Webcast

If you support your organization's e-commerce initiatives, you know of critical business transactions that still haven't made it to the Internet. The majority of insurance transactions remain paper-based, despite the fact that customers are increasingly demanding anywhere/anytime interaction for all their needs. In the wake of explosive growth in HTML 5, smart phones and tablets, consumers now receive world-class digital experiences from retailers, banks, and investment firms. Those experiences are setting insurance customers' expectations for digital interactions from any device, any location for a variety of transactions. In an increasingly commoditized insurance market, the insurers who will attract and retain increasingly savvy customers are those who succeed in making the move from paper to digital self-service.

Time: 10:00 AM PT / 1:00 PM ET Duration: 60 Minutes

Using Mobile, Real-time Intelligence to Drive Agency Relationship Management
An Insurance & Technology Webcast

The management of the agency distribution channel is the key revenue driver for the industry, but reps and underwriters do not have the real time tools to drive agency performance. MiAgents provides a complete agency relationship management solution, consolidated into one convenient, mobile application, available anywhere, anytime, leading to stronger profitability, better relationships with insurance agencies and greater growth driven through the sales channel.

Learn from Novarica, Millbrook and Oregon Mutual Insurance how to:

- Drive revenue using action oriented agency visits

- Receive proactive alerts on the industry, company and agency conditions

- Convert trip results into real time business intelligence

Time: 9:00 AM PT / 12:00 PM ET Duration: 60 Minutes

Claims in the Cloud: Efficiency, Cost Savings, Fraud Detection, BPM, Mobility and Improved Customer Service and Sales
An Insurance & Technology Webcast

For Property & Casualty insurers burdened with aging legacy systems the challenge of transforming claims is significant. Utilizing cloud-based fraud detection and business process management (BPM) can dramatically improve claims processing for both insurers and customers. Delivered through cost-effective flexible provisioning; insurers reduce the complexity of their technology while benefiting from enterprise data access. Join Salesforce.com and Fujitsu to learn how the world's top insurers are using cloud-based solutions to transform their businesses. Topics addressed in this webcast include:

-Using cloud-based insurance industry solutions to streamline a variety of insurance process workflows.

-Detecting potential fraud early in the cycle to sustain growth and higher profitability. Increasing efficiencies while positively impacting sales.

Time: 11:00 AM PT / 2:00PM ET Duration: 60 Minutes

Where's the ROI on Multichannel Communications Investments?
A Bank Systems & Technology and Insurance & Technology Webcast

At this free, one-hour webcast, moderated by Kathy Burger, Editorial Director of Bank Systems & Technology and Insurance & Technology, you will learn about a new tool developed by Forrester Research that can help banks and insurance companies objectively track and measure the return on their investments in multichannel communications. This tool, the Total Economic Indicator (TEI), can help financial institutions gain a complete economic analysis of the customer communications management (CCM) solutions, either current or planned. Learn how customer communications management software generates meaningful benefits for financial institutions and how it can help your organization maximize customer interactions and drive revenues.

Date: Thursday, January 26, 2012 /Time: 8:00 AM PT / 11:00 AM ET

Customer Churn: Implementing Better Retention Strategies for Big Revenue Impact
An Insurance & Technology Webcast

Today's insurers face heated competition for customers, leading to enormous investments in customer attraction and retention. In this free one-hour Webcast, hosted by Insurance & Technology; Forrester Research and NexJ Systems take on the insurance industry's enormous customer churn problem and explore the new innovations in relationship management that can impact insurers' bottom lines. Join us to learn about:

- The factors behind the insurance industry's chronic customer churn issues.

- Which customers are most at risk for carrier switching and when this is likely to occur.

- The role of customer insight in addressing customer defections.

- How making customer data instantly available with an Integrated Agent Desktop improves customer relationships.

Time: 11:00 AM PT / 2:00 PM ET Duration: 60 Minutes

Speeding Health Claims Adjudication Through Technology Refresh
An Insurance & Technology Webcast

Changes in health insurance markets, customer expectations and regulatory demands are pushing payers' legacy systems to the limit. Diverse and often poorly integrated solutions fraught with manual processes deliver subpar services to more demanding customers and make insurers fall afoul of regulatory mandates to limit administrative costs, introduced as part of national healthcare reform. To answer these challenges, insurers must adopt flexible technology that enables less risky development and integration and helps business users to quickly adapt to market and regulatory changes.

Time: 10:00 AM PT / 1:00 PM ET Duration: 60 Minutes

What's the Right Approach for Core Systems Modernization?
An Insurance & Technology Webcast

Join SMA's Karen Furtado, Accenture Duck Creek's Matt Foster and I&T associate editor Nathan Golia for a webcast discussing dominant modernization strategies. We'll discuss the pros and cons of selecting best-of-breed components, a single vendor's solution, or building your own.

Time: 9:00 AM PT / 12:00 PM ET Duration: 60 Minutes

Customer First: Deepen Relationships and Grow Revenue with Integrated CRM
An Insurance & Technology Webcast

It's imperative that insurers deliver a compelling customer experience -- but earlier-generation CRM systems have fallen short of expectations.

This webcast will show you how an integrated approach to CRM can provide organizations with a cost-effective and efficient method of leveraging enterprise customer data stored in legacy and back-office systems.

Learn how to:

Develop a comprehensive and complete view of the customer across all channels

Migrate from policy-centric systems to customer-centric business processes

Deliver a customer-centric view across lines of business for a consistent customer experience

Create an integrated desktop with actionable information and processes available to guide producers and assistants to be more productive

Drive positive customer experience, service excellence and up-sell/cross-sell

Time:11:00 AM PT / 2:00 PM ET Duration: 60 Mins

November 16, 2011

The State-of-the-Art Insurance Contact Center: The Evolution from Call Center to Communications Center
An Insurance & Technology Webcast

Join SMA and Interactive Intelligence for this free, one-hour webcast, moderated by Insurance & Technology's editorial director Kathy Burger, on the evolution of contact centers in insurance. The discussion will address the opportunities for differentiation as the industry transitions from early call centers, to the capabilities available today in sophisticated contact centers, to the possibilities of future communications centers. Mark Breading, SMA partner, will review the business and technical capabilities available to insurers as they move from the 1.0 level (Basic Call Centers) to 2.0 (Today's Contact Centers) to 3.0 (Future Communications Centers). Learn how innovative insurers are managing voice, SMS, chat, e-mail and e-fax conversation in a unified manner.

Time: 10:00 AM PT / 1:00 PM ET Duration: 60 Minutes

Insurance Next Practices: Benefitting from a Better Customer Experience, Right from the Start
An Insurance & Technology Webcast
Insurance Next Practices: Benefitting from a Better Customer Experience, Right from the Start
In this free, one-hour webcast, you'll learn how forward-thinking insurers are overcoming the challenges of the current economic climate by shifting focus from "Best Practices" to "Next Practices" - through technology solutions that drive core insurance processes and serve to enhance customer engagement, address compliance requirements and help insurers achieve competitive differentiation.

Date: Wednesday, November 09, 2011 / Time: 10 am PT / 1 pm ET

Always Open Online: New Data Shows Why Performance Matters for Insurance Online
A Insurance & Technology Webcast

With 2011's unprecedented catastrophic events, consumers are depending on their insurers to be there for them and to make an already stressful situation as simple as possible. Online service sites for filing and checking claims provide an ideal opportunity to improve the claimant experience while giving the carrier a way to efficiently handle claim volumes. At the same time, consumers have become more demanding of their online insurance experiences. A new study conducted by Forrester Consulting commissioned by Akamai Technologies shows that more consumers - 47% - expect insurance Web sites to load in one second.
This webcast will build the business case for taking action to address the latency and availability issues of the Internet and outline some of the steps carriers can take to improve online experience.

Time: 9:00 AM PT / 12:00 PM ET Duration: 60 Minutes