White Papers and Research

American General Life Companies: Customer Feedback Drives Cost Savings

Sponsor: Confirmit

Learn how American General Life Companies, uses an advanced enterprise feedback management solution and expert consultant guidance from Confirmit to capture daily transactional data across business groups, respond to and resolve issues in real time, and improve the business processes that impact customer satisfaction.


Are You Listening?

Sponsor: Confirmit

Research suggests that businesses who offer the best customer experiences have lower customer churn and higher levels of referrals-based business. The Voice of the Customer provides clear insight into the experiences your business provides, so you can refine them and reap the rewards.


7 Secrets to VoC Success

Sponsor: Confirmit

Voice of the Customer (VoC) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change. Discover the 7 secrets that will guide you to a successful VoC program, and set you on the path to VoC enlightenment.


Philadelphia Insurance Realizes VoC Return on Investment

Sponsor: Confirmit

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Learn more about Philadelphia Insurance successes, including:

  • Between 2010 and 2013, the insurer’s Net Promoter® Score or NPS, rose from 52.7 to 55.3
  • Management now relies on an automated alert system
  • Renewal rate change increased by nearly 3%
  • Customer retention now exceeds 90%

IBM Counter-Fraud Management for Insurance

Sponsor: IBM

The IBM Counter-Fraud Management for Insurance solution is designed to help insurers prevent and intercept attempted fraud while detecting, identifying, and building the case against past fraudulent activity and improper payments.


Four Trends in Document Automation

Sponsor: Oracle

Insurance companies rely on enterprise document automation (EDA) to dynamically create, manage and deliver communications to their customers and stakeholders, when and how they want them. In this paper, you will learn about four trends in EDA that can help you improve customer satisfaction, reduce cost and drive efficiency.


Telematics for Insurance

Sponsor: IBM

IBM offers a comprehensive solutions portfolio that helps insurance companies integrate big data and analytics capabilities into their telematics strategy. The portfolio incorporates dozens of new patented technologies developed by IBM Research and builds on IBM Watson Foundations.


Winning Strategies for Insurers:  How Industry Leaders are Excelling Outside the Comfort Zone

Sponsor: IBM

As the world changes around them, many insurers are struggling to be profitable. A combination of disruptive forces — some economic, some societal, some technological — is shaking up the insurance industry comfort zone. Yet some leading insurers manage to stay ahead of the pack, but how?


Harnessing the Power of Big Data and Analytics for Insurance 

Sponsor: IBM

Big data and analytics help insurance companies identify the next best action for customers. With the right solutions, companies can extract, integrate and analyze a large volume and variety of data, from call-center notes and voice recordings to web chats, telematics and social media.


Digital Reinvention: Trust, Transparency and Technology in the Insurance World of Tomorrow

Sponsor: IBM

If insurers want to succeed in today's digital world, they need to create experiences and business models that are orchestrated, symbiotic, contextual and cognitive.


Synthetic Identity Fraud: Can I borrow your SSN?

Sponsor: IBM

Synthetic identity fraud (SIF) is a fraud that involves the creation of a fictitious identity. This paper explains how it works and what the identities are being used for, identifies the industries being impacted and shows who is most commonly targeted and why.


A Records and Information Manager’s Guide to Assessing Performance Risk for Financial Services

With each passing day your records and information program becomes less about archiving your institutions past, and more about how your vital information can be used to measure performance, drive business action and enact change. Building the proper measurement tool can help financial service companies accurate gauge performance relative to business goals. While many institutions use metrics to report on their records and information program, Key Performance Indicators (KPIs) use metrics help institutions drive action. In “A Records and Information Manager’s Guide to Assessing Performance Risk for Financial Services” Iron Mountain has published a practitioners’ guides to help records and information professions, and their many partners, continue the evolution of their programs and deliver value.


Building a Customer-Centric Insurance Company

Sponsor: Pitney Bowes

Ecommerce has disrupted the insurance industry’s long-standing, policy-centric business model. Next-generation insurers will need to become consumer centric if they want to thrive in this evolving marketplace.

Download this white paper to learn about unlocking silo'ed data, delivering targeted communications through member-preferred channels and leveraging location intelligence helps insurers increase policyholder engagement and lifetime value.


Disruption in the Employee Benefits Market: An Opportunity for Enterprise Change?

Sponsor: FINEOS

The intersection of changing regulation, employer cost pressures, and the rise of consumerism is creating disruption in the employee benefits market, a market that has traditionally been both operationally complex and relatively resistant to change compared to other segments of the insurance market. With benefits insurers squarely focused on delivering innovative new products and leveraging new distribution channels, this disruption is putting immense pressure on back office processes and systems, resulting in a very real concern that insurers will be unable to service what they sell with good standards of customer service.

Could this disruption serve as a catalyst for creating real enterprise transformation, beginning with process and technology change in the back office?


E-Signatures — A Few Simple Best Practices Drive Adoption

Sponsor: Silanis

Digitizing your business requires eliminating paper. A good start is to remove any requirements for “wet signatures” from your processes — and many organizations are. Electronic signatures (e-signatures), driven by simpler, more accessible, and cheaper smartphones, tablets, and touchscreen computers, are frequent topics of Forrester client inquiries. Yet poor implementation practices, regulatory hurdles, and compliance concerns still hinder adoption.

This report highlights use cases that reveal emerging best practices that help enterprise architects drive adoption for their business partners.


SlideshowsSee All »
VideosSee All »