Insurance CMOs must enhance the customer experience – but are they succeeding?
Some 74 percent of insurance marketers interviewed for the 2014 Accenture Interactive CMO Insights survey say it is essential or very important for their company to deliver an effective customer...
View ArticleMobile apps—the new coalface of customer service
In my last blog post, I chatted about how insurers could be looking towards more aggressive strategies to grow loyalty and retain their customers. I argued that to achieve this, they need to form a...
View ArticleRe-thinking the Insurance Workforce
Insurers talk a lot about attracting more high-quality talent to the industry. In particular, carriers worry about the aging of their workforces – especially in areas such as claims processing and...
View ArticleIndependent Agent Survey, Part 2: Key findings
Accenture’s recently-published Independent Agent Survey reached out to more than 1,100 IAs across the US to get their “take” on business priorities and learn more about their relationships with...
View ArticleIn a switching economy, customer experience is vital for insurers
We talk all the time about “improving the customer experience.” But what does that really mean for insurance companies? The Accenture Global Consumer Pulse Research Study has tracked the intentions...
View ArticleFollow the leaders: Who are the digital innovators in P&C?
My most recent blog posts have dealt primarily with general observations on how innovative insurers are using digitalization to stay ahead of their competition. Now we are about to get ... Read More...
View Article“Pocket docs,” online sales and more: L&H insurers use digital to transform...
For the last four weeks we’ve been looking at how innovative P&C insurers around the world are using digitalization to improve processes and connect more closely with consumers and customers. ......
View ArticleL&H Digital Innovators: How Insurers are Rethinking Strategy
Every quarter, Accenture tracks new examples of digital innovation in both the property & casualty and life & health sectors, culling examples from around the world. For first-quarter 2015, our...
View ArticleMore Digital Success Stories from L&H Insurers
This week we continue our look at digital innovators in the life and health insurance category from around the world, based on Accenture’s quarterly report. Here are two more examples ... Read More The...
View ArticleUsing Digital Risk Assessment and Gamification to Engage Users
In our continuing look at digital innovators in the life and health industry, today we examine two more digital tools that L&H insurers are using to engage customers, streamline operations ... Read...
View ArticleInsurers are Digitizing with Tablets and Text Mining
In our continuing look at digital innovators in the life & health industry, today we examine what two Asian insurers are doing to digitalize their businesses. China Pacific Insurance (CPIC) ......
View ArticleThree More Examples of L&H Insurer Digitalization
For the last several weeks, we’ve been looking at ways in which global L&H insurers are using digitalization to improve their business and operating models. The cases are drawn from ... Read More...
View ArticleLife Insurance Innovation: Four Powerful Examples
The digital economy is rapidly changing the way life insurers market and sell their products and services. Already some companies are successfully adapting to the new demands of the marketplace. ......
View ArticleFor many insurers, the customer experience is driving digital transformation
The past few years have seen a marked increase in the number of insurers striving for digital transformation, with an aim to improve the customer experience. As part of an ... Read More The post For...
View ArticleIt’s time for insurers to rethink their approach to insurance personalization
When it comes to customer service, insurance companies face threats from new competitors. Many start-ups have set their sights on the insurance distribution function, coming to market with streamlined,...
View ArticleAugmented and virtual realities come to life
Many warnings have been issued pertaining to the augmented reality game of Pokémon Go. In the excitement of the game, players sometimes become inattentive, forget basic safety and are injured. ... Read...
View ArticleThe balance of power has shifted – and that’s quite a challenge
In 1909, when Harry Gordon Selfridge first began using the phrase “the customer is always right,” the founder of London’s Selfridge’s Department Store would have never envisioned today’s business. He...
View ArticleCreating New Models for a Digital Customer
Customers have always had different preferences, wants and needs, but their expectations were limited by available choices. Now, however, advances in digital technologies are opening up new...
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