An Insurance Customer-Facing Value Chain

Quick Summary Every business, regardless of industry, only has two processes: getting customers and keeping customers. Every other process a company uses must support one or both of these two processes. Insurers, and the technology vendors that (want to) support insurers, should accept that reality by managing the insurance value chain entirely as a set… Continue reading An Insurance Customer-Facing Value Chain

The Life-Blood of Insurance Customer Service Is …

The life-blood of insurance customer service is people. I'll say it again: People. Let me repeat it....... People. Not an app, algorithm, AI, or a VA The life-blood of customer service is not an app, not an algorithm, not an AI initiative (inclusive of machine learning, cognitive computing, and/or neural nets), and not virtual assistants… Continue reading The Life-Blood of Insurance Customer Service Is …

It’s Always About Experience

The concepts of product, service, solution, and experience From my early days as an insurance management consultant, I thought about 'product', 'service', 'solution' and 'experience'. Many decades ago, I developed a visual that had the four concepts in a step-ladder format: product at the bottom, followed by service, followed by solution and followed by experience.… Continue reading It’s Always About Experience