Posts Tagged ‘customer service’

AI and machine learning things are moving right along. A few months ago, in a Celent report, I predicted the emergence of a “Natural Best Friend,” a term combining “natural language” and “best friends forever.” However, there is nothing organic about the Natural Best Friend; it is completely a product of technology. The Natural Best […]

May 27th, 2015 | Filed under Artificial Intelligence, Innovation, Insurance, IT, Uncategorized

At Celent, we have the opportunity to sit through several dozen demos a year of core systems. And in most demos, I find myself having sympathy for the ultimate end-user. The first thing that pops into my head is not how powerful the system is (and they often are), but how grateful I am not […]

Dec 12th, 2012 | Filed under Insurance, IT, Market Trends, Strategy

Perhaps it’s the dark gray winter skies that are making me curmudgeonly but I’m having one of those weeks, and at the centre of my frustration are the motor insurers in the United Kingdom. Changing car has resulted in having to change car insurer or pay three times my current premium. I’d happily stay with […]

Feb 23rd, 2011 | Filed under Insurance, Strategy

In my last blog, I shared with you the challenges of having an unusual risk (a house with possible subsidence). Once more, the personal experience of being an insurance consumer warrants mentioning on this blog as it is a great anecdote representing a broader industry challenge. Almost 4-weeks have elapsed, and I am still waiting […]

Aug 10th, 2009 | Filed under Insurance