Bridging the gap between financial services and the digital consumer
Consumer mobility is at an all-time high—yet consumer loyalty to financial services companies is lagging behind. Bridging the gap between consumer behaviors and trust has never been more important for...
View ArticleThe mobile revolution and its impact on insurance
Soon, it seems, virtually everyone on the planet will have at least one mobile device. Depending on whose research you are looking at, the figures vary. They do agree on one thing: the number of mobile...
View ArticleGetting up close and personal
“Follow the client,” is something that any business does—or should do. Insurers are well aware of the fact that their clients are using mobile devices more frequently, but what that means is often not...
View ArticleOut there and fully productive: Tomorrow’s mobile insurance workforce
The impact of mobility has been most evident, and is furthest advanced, inside the enterprise, where it is changing work styles forever. Insurance is a clear beneficiary of this trend. One could argue...
View ArticleIt’s all about the technology
Mobility has many implications (and opportunities) for insurers when it comes to interacting with clients, and making skilled workers more productive. All well and good: but none of this is possible...
View ArticleClosing the loop
Much refreshed from my holiday in Brittany, I want to continue my train of thought relating to the impact of mobility on insurance. I want to focus in on the importance of advice in insurance...
View ArticleNew power for the road warrior
Analytics has a big role to play in helping empower agents and brokers to deliver better, more personalized service to their clients, using insights delivered to their mobile devices at the time of...
View ArticleBuilding trust and intimacy though advice—one step at a time
In previous blogs, I argued that advice held the key to customer loyalty and growth in the insurance industry, and suggested that it could be used to close the advisory loop by creating touch points...
View ArticleTech Vision 2013: Speed is everything when it comes to insurers’ data (Part 4...
Data can help insurers be more effective, customer-centric and competitive, but only if they can make sense of it all quickly. One of the key tech trends that will transform insurers’ businesses is...
View ArticleMobility set to redefine insurance
New types of mobile devices and their widespread adoption are changing the game for businesses—insurance is no exception. According to Accenture’s 2013 Consumer-Driven Innovation Survey, 67 percent of...
View ArticleIf mobility is that important, why not invest more?
A worrying result of the Accenture Mobility Insights Report 2014 is that insurers are lagging when it comes to investment—and thus in the drive to become customer-first insurers. As I noted last week,...
View ArticleThe customer-centric insurer: How digital is creating a more uncertain...
In my previous post, I sketched a picture of changing customer demands and a new competitive landscape for insurers. Now, I’ll delve into the ways that digital technologies are shaping the competitive...
View ArticleThree big mobility challenges for insurers
Internal shortcomings are proving to be a major roadblock on the road to becoming customer-first insurers through mobile technologies. It’s clear from the results of the Accenture Mobility Insights...
View ArticleMoving the mobility journey forward: Good news for insurers (Part 1 of 5)
Anyone uncertain about mobility and its “everywhere, all-the-time” nature need look no further than the recently-revealed Apple Watch, slated to debut in 2015 and redefine mobility yet again. For any...
View ArticleMoving the mobility journey forward: What can we gain? (Part 2 of 5)
Mobility exponentially increases customer interaction with businesses, letting clients conduct their business at any time, from any place. The gains from these ubiquitous technologies can be enormous....
View ArticleMoving the mobility journey forward: The right level of investment (Part 3 of 5)
The news is both good and bad when it comes to insurance leaders and their investment in mobility. As I’ve described, insurers lead the pack when it comes to prioritizing their mobility strategy. They...
View ArticleMoving the mobility journey forward: New considerations (Part 4 of 5)
Clearly insurers recognize, and are acting on, the potential of mobile to improve business performance. But at the same time they are missing some pieces of the mobile puzzle. Apps, for example, are a...
View ArticleMoving the mobility journey forward: Ensuring success (Part 5 of 5)
Mobility can offer dramatic, game-changing gains to insurance businesses. But non-industry competitors are also laser-focused on mobility. Getting into the mobility mix, and mastering all the...
View ArticleFrom hands free to claims spree?
While we can still shrug off the suggestion that the airborne vehicles in the cult film Blade Runner will be a reality in less than five years, recent media coverage about driverless vehicles shows...
View ArticleMobility: Opportunities and challenges for insurers (Part 1 of 2) | Insurance...
Technological advances have had a tremendous effect on the insurance industry. In particular, mobility has changed customer expectations for how—and when—they interact with businesses. In this...
View ArticleMobility: Opportunities and challenges for insurers (Part 2 of 2) | Insurance...
As part of the Accenture Mobility Insights Report, we examined cross-industry attitudes toward mobility. We found that insurers are more likely than firms in other industries to invest aggressively in...
View ArticleMid-year is a Good Time for Big-Picture Thinking
It is midsummer, just past July 4th and Bastille Day, but not yet into the traditional August holiday season. While the pace rarely slows in our business, it’s sometimes possible – and definitely...
View ArticleDesigning Life & Annuity Applications for “Mobility First”
In the current era, I believe few life and annuity carriers need to be convinced that mobility is critically important. Most carriers will agree that mobility is not just a potential source of...
View ArticleBeyond Insurance, Part 3: The Fall of the Unplugged
Anyone who doubts the pervasiveness of mobile technology need only open L.L. Bean’s Summer 2015 Outdoors Catalogue. There, amid the portable water purifier and hiking poles, lies a half-page photo and...
View ArticleEnabling a mobile-empowered claims workforce: Efficiency gains (Part 3 of 5)
Last week I shared a vision of how mobile devices can help insurers handle claims more efficiently and cost-effectively. But you don’t have to wait for the future to reap ... Read More The post...
View ArticleMicroinsurance Growth: Powered by Mobile
Last week we talked about what insurers need to do in order to succeed with small-ticket insurance or microinsurance, whether it’s in a mature market or the developing world. Today ... Read More The...
View Article“Mobility as a Service” May Upend Auto Insurers’ Business Models
The idea of buying software, platforms, even IT infrastructure “as a service” is one of the biggest conceptual changes to hit the technology field in recent years. The as-a-service model ... Read More...
View ArticleDigital insurers can present a 360-degree insurance value chain
It’s no secret why the number “360,” as in 360 degrees, keeps appearing in all sorts of places: Organizations have rediscovered that the world is round. Linear operations now seem ... Read More The...
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