Archives

Posts Tagged ‘Customer Experience’

Innovation is not witchcraft but, when done successfully, there is a touch of magic. The magic happens when innovation becomes “part of the way we do things around here” (read: corporate culture). When people across the firm approach their jobs constantly through the lens of “how do I change my job so that I deliver […]

Oct 29th, 2014 | Filed under Uncategorized

The announcement today (http://www-03.ibm.com/press/us/en/pressrelease/44431.wss ) of the use of IBM’s Watson platform by USAA demonstrates several of the current research themes at Celent. The move is an excellent case of innovation at the intersection of brand, risk management and technology. First and foremost, this is another example where USAA is delivering on its brand promise – to improve […]

Jul 23rd, 2014 | Filed under Innovation, Insurance

At corporate level we usually conceive and refer to technology focused on the internal use and how to reach to the outside world to provide better products, have more efficient value chains and improve service.  For example insurance portals or technologies that will improve call center performance. This conception has been very useful to the […]

Mar 4th, 2013 | Filed under Emerging Markets, Innovation, Insurance, IT, Market Trends, Strategy

I have a homeowners policy with the DoNotDisclose Insurance Company. DoNotDisclose is a large, primarily personal lines company.   My policy term ends on Oct 8 every year.  This past August, I received the dec page and invoice for the new year, and paid it in full online.  I mean, I thought I paid it […]

Oct 21st, 2012 | Filed under Insurance, Marketing

Insurance has traditionally been known as a risk-adverse industry and thus the last to employ new technologies. This characteristic is more a comment on the old culture and way of doing business than really being risk adverse. Customers are now forcing insurers to deal with a change at a rate that is faster than they […]

Jun 4th, 2012 | Filed under Insurance