Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
Is the Re/Insurance Industry Ready for the Fourth Industrial Revolution?
Jan 29 2020 // Industry transformations occur when the pain of staying the same is suddenly greater than the pain of changing, according to Karen White, CEO of RMS. “The second thing that has got to be present for those...
How Broker Specialization Will Revolutionize Customer Experience: Viewpoint
Jan 23 2020 // In today’s landscape, forward-thinking agencies and brokers should avoid taking a one-size-fits-all approach by only targeting the general insurance market. The market is heading toward specialization, and the next...
Strap on the Goggles. Employee Training Is Entering Virtual Reality.
Jan 22 2020 // The future of employee training involves no embarrassing role-playing in front of new colleagues or boring web modules which take an hour each to click through. For the next wave in workplace learning, get ready to strap...
Speculations on Risk
Jan 8 2020 // If you look at news in any way, you understand that the world is risky. Take a look at these stories in Insurance Journal. Worker in New Jersey Seriously Injured When Ditch Collapses Around Him Two Women Killed After New...
Silver 2019 Best Agency to Work For – Midwest: Military United Insurance
Dec 11 2019 // In Service to the Nation’s Finest Serving current and former military personnel and their families is what the employees of Military United Insurance (MUI) in Columbia, Mo., do, and they love it. Employee after...
How ‘Intelligent’ Insurers Grow and Create Value: ACORD Study
Nov 24 2019 // Some insurance carriers grow but do not create value. Others shrink but still create value. Some fail at both. Then there are the “intelligent growers”—those that succeed at both, not only growing but also...
McDonald’s Employees’ Suit Claims Store Redesign Abets Workplace Violence
Nov 22 2019 // McDonald’s Corp. employees on Thursday sued the fast food giant and several of its franchisees in Chicago over a store redesign that staffers say has made it easier for angry customers to leap over the counter and...
Swiss Re Names Mazzoleni Neglén as Head of Customer Experience, Global Sales
Nov 13 2019 // Swiss Re Corporate Solutions (SRCS) has appointed Loredana Mazzoleni Neglén as head Customer Experience & Global Sales Steering, effective Feb. 1, 2020. In this newly created role, Mazzoleni Neglén “will be...
Vaping Firm Juul Disregarded Early Signs It Was Hooking Young Users: Reuters
Nov 5 2019 // The San Francisco startup that invented the groundbreaking Juul e-cigarette had a central goal during its development: captivating users with the first hit. The company had concluded that consumers had largely rejected...
5 Ways to Cultivate D&I in the Workplace
Nov 4 2019 // This is an important time for the insurance industry, as companies across 34 countries recently joined together in celebration of diversity and inclusion (D&I) through the 2019 Dive In Festival. Dive In has played a...
Give Technology Some Credit for Happier Auto Insurance Customers
Oct 28 2019 // Customer satisfaction with the auto claims process has apparently reached record levels, thanks in no small part to carrier investments in the technology that serves the process. The 2019 J.D. Power U.S. Auto Claims...
Reinsurers Look at Cyber’s Massive Growth Possibilities-With Caution
Oct 22 2019 // Reinsurers are aware they must constantly invent new solutions in order to stay relevant for their clients. Yet, they admit they are sometimes challenged to close the protection gap for new and emerging risks such as...
In Service to the Nation’s Finest
Oct 21 2019 // Serving current and former military personnel and their families is what the employees of Military United Insurance (MUI) in Columbia, Mo., do, and they love it. Employee after employee responding to Insurance...
Agent Silos: It’s Not Just a Problem for Carriers
Oct 21 2019 // Among carriers, the silo model in which departments operate independently and do not easily collaborate on common goals is well-documented. Among agents, however, no matter the size, silos can create problems and...
Pennsylvania’s Erie Insurance Names Rugare VP of Customer Service Operations
Oct 15 2019 // Erie Insurance has named Karen Rugare to the position of vice president of customer service operations and strategy, effective October 17, 2019. Rugare began her career at Erie 20 years ago as a media and government...
How Emerging Risks for Medical Device Manufacturers Create Opportunities for Agents
Oct 7 2019 // The medical device industry is an expanding market with significant growth forecasted over the next decade. According to KPMG data, global predictions reveal the life sciences sector will grow by more than 5% per year,...
The Lowdown: Reimagining Research to Recognize Emerging Insurance Industry Trends
Sep 19 2019 // The Society of Insurance Research (SIR) will hold their 49th Annual Conference on October 20th – 22nd at the Sheraton Charlotte Hotel in Charlotte, NC and I am thrilled to be attending. The theme for this year’s...
How Pharmacies Are Resisting Amazon’s Attempt to Corner Their Business
Sep 19 2019 // Getting into the pharmacy business was easy for Amazon.com: It paid $753 million to buy the mail-order startup PillPack. The hard part has been prying patients away from their local drugstore. Since being acquired by the...
Fairmatic Bets On Driver-Driven Premium Adjustments to Score in Commercial Auto
Sep 17 2019 // Managing general agent (MGA) Fairmatic has introduced a usage-based insurance model that features monthly commercial auto premium adjustments based on an insured’s driving behaviors. Fairmatic’s...
Crying Robots Aside, Insurance Industry Shouldn’t Fear Artificial Intelligence: Viewpoint
Aug 22 2019 // In a viral State Farm commercial, Oscar Nunez, playing the role of a friendly, helpful insurance agent, disparages any insurance company that utilizes artificial intelligence in support of customer service...
