Customer Service


More Health Payers Will Adopt Omni-Channel Customer Engagement Strategies

By Bob Violino

Increased cloud and data management investments also are expected in 2015, according to IDC Health Insights report.

Hastings Mutual Selects Guidewire for Policy Admin and Billing

By Beth Bacheldor

The implementation of the PolicyCenter and BillingCenter platforms is part of a transformation initiative designed to help strengthen the company’s insurance products and customer service capabilities.

Life Insurance Leaders Foresee External Disruptions

By Beth Bacheldor

New research from LIMRA, which will be presented at its upcoming conference in Orlando, indicates these external disruptions could alter their distribution models within the next five years.

Nationwide Picks Guidewire for Underwriting and Policy Admin

By Chris McMahon

The insurer is consolidating multiple policy admin systems and seeks to enhance customer service and underwriting capabilities.

IoT — The Internet of Transformation

By Mitch Wein

This emerging intelligent network of millions of interconnected objects is destined to change the nature of insurance.

The Game of Drones

By Arunashish Majumdar

The commercial use of drones has the potential to transform many industries—insurance among them.

Top 5 Tech Trends for 2015

By Chris McMahon

The race to ‘go digital’ is on as insurers focus their innovation efforts on these five technologies.

A Two-Speed IT Architecture for the Digital Enterprise

By Oliver Bossert, Chris Ip and J rgen Laartz

Delivering an enriched customer experience requires a new digital architecture running alongside legacy systems.

IBM and Apple Introduce Retention Mobile App

By Chris McMahon

Newly launched apps are intended to help agents and insurers address the challenges of client retention and agent productivity, the companies said.

Consumers Are Giving Ground When It Comes to Data Sharing

By INN Staff

Celent finds that U.S. and UK consumers are willing to share data about themselves under the right circumstances.

How Digital Do Insurers Want to Be?

By Lenny Liebmann

Celent offers a Digital Insurance Proposition Continuum for benchmarking industry offerings.

WAN Optimization Enables IAT Group to Write Policies 4x Faster

By Bob Violino

SteelHead appliance improves performance of critical, centralized insurance-specific software.

Customers Need Attention in Addition to Value

By Lenny Liebmann

A new Ernst & Young study reveals that insurers may be able to combat turnover with more frequent and relevant communications.

The Mothers of Re-Invention

By Robert McIsaac

The rate of change is accelerating for demographics, technology and customer expectations.

MetLife Intros Platform Enabling Chinese Consumers to Purchase Online

By Beth Bacheldor

The platform, unveiled through MetLife’s Sino US MetLife Insurance Company Limited division, lets customers compare products, get quotes, purchase and more from any mobile or desktop device.

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