Topics: Multichannel

  • Customer Experience Starts With A VisionFebruary 12, 2014Designing customer experience to cover all touch points and support multiple channels is critical for insurers to create long-term brand value.
  • How Much Self-Service is Too Much?November 16, 2012The key to any customer service strategy is to listen to what your policyholders say about what they want, and provide them with options for communicating with your organization. Self-service capabilities are a must, but be careful not to force feed your p
  • 6 Distribution Forces To Power International ExpansionAugust 15, 2012Insurers should take a more local, less regional view of key elements in external markets, such as per capita income, computer ownership and broadband access, when seeking to identify opportunities.
  • How to Build a Modern Claims ExperienceApril 02, 2012Claims have become the next battleground for winning and retaining customers, and insurers are exploring new ways to apply people, process and technology to create a superior customer experience.
  • How to Improve the Customer Experience With Customized Document Creation and DeliveryFebruary 16, 2012Customer experience has emerged as a powerful competitive differentiator for insurance companies, which have made improving the customer experience a top priority. Optimizing and customizing document creation and delivery has become an important part of th
  • Will Your Document Management System Soon Be Unsupported?January 25, 2011Carriers whose legacy document management platforms will soon be unsupported face a decision to either migrate or convert.
  • Beijing Olympics Offer Business Lessons for Insurance industryAugust 07, 2008There are likely to be useful lessons about emerging markets, distribution, customer analysis and risk for Insurance company executives following the 2008 Olympic Games in Beijing.
  • A Web of SupportFebruary 01, 2006Agents still come first in today's multichannel world of distribution. Where do carriers need to invest to meet agent demands for speedy turnaround and ease of doing business?
  • Editor’s NoteJuly 27, 2005It's no secret that insurance companies (as well as many other different types of businesses) can drive down the costs of providing customer service by automating it. Interactive voice response (IVR) and Web self-service technologies are a lot cheaper than
  • Laggards No More June 15, 2005Since the first online purchase occurred some 10 years ago, e-commerce has grown into a $140 billion business.
  • Slow Learners June 14, 2005Though the insurance industry continues to grapple with the challenges of eliminating paper from critical business processes such as sales, policy processing and claims, evidently the world of academia already has figured it out.
  • Distribution: Slow LearnersMay 18, 2005While the insurance industry continues to grapple with the challenges of eliminating paper from critical business processes such as sales, application and policy processing and claims, evidently the world of academia has figured it out.