Viewpoints
Investment Returns Reveal Payoff of Great Customer Experience for Insurers
What's a great, differentiated customer experience really worth to an insurance carrier? It's a vexing question for the insurance industry, where the idea of investing in a better customer experience ...
Insurance Matters for Police Reform: University Researcher
Liability insurance may be a "neglected backdoor route to police reform," according to a researcher from the University of Chicago. John Rappaport, an assistant professor at the University of Chicago ...
An Open Letter to My Younger Self: Leadership Tips and Career Advice
FROM THE ARCHIVES: A VINTAGE CARRIER MANAGEMENT ARTICLE FROM 2016. Some lessons were tougher than others to relate to and absorb, and some were simpler and more straightforward. But I made it my ...
Highlights of the Insurance Data Security Model Law
A draft of the Insurance Data Security Model Law was released by the Cybersecurity (EX) Task Force in March. Insurers and others have been commenting on the release through written letters and during ...
S&P Conference Report: Brexit Burden Unwelcome, Industry CEOs Say
While insurers and reinsurers will be able to deal with the aftermath of an exit of the U.K. from the European Union, the time and cost involved are unwelcome intrusions to the business, executives ...
Try to Walk in Millennials’ Shoes (Before You Market to Them)
Marketing to millennials is all the rage. Still, for many, crafting an effective message for millennials remains a mystery. We may know a few things about how old they are and what they like, but do ...
With Insurance Industry Transformation, the Struggle Is Real: KPMG
The talk is out there: Insurance industry leaders have often spoken of transforming operations to embrace disruptive advances including big data, other new technology and related customer service ...
Insurers Could Learn From Amazon About Customer Satisfaction
Amazon.com scored its sixth annual victory in the 24/7 Wall Street Customer Service Hall of Fame last year, with 59 percent of customers reporting that they received excellent customer service from ...