What’s the state of the digital insurance nation?
New research from Accenture shows that insurers have a somewhat mixed approach to digital transformation. On the one hand, insurers see digital transformation or digitalization as an important priority...
View ArticleDigital expected to be a top priority
The Digital Innovation Survey links digital innovation to growth—but reduced margins are a concern. We drew six main conclusions from this Digital Innovation Series, of which the first is that digital...
View ArticleThe Real Meaning of “Customer-Centric”
The insurance industry talks a lot these days about being “customer-centric”. Yet very few industry pundits ever take the time to explain what being customer-centric really means. In our view, real...
View ArticleMind the Gap: Delivering a seamless customer experience
The generation that grew up with Harry Potter expects magic from their insurers in terms of the customer experience. The insurance industry has never operated in a vacuum, and this is truer now than...
View ArticleBeyond Google: Aggregation Moves to Insurance
Customers accustomed to aggregators like Google, Facebook and Spotify want the same experience from other businesses. How can insurance deliver? Last week we began our discussion of the Fjord Trends...
View ArticleGetting Emotional : From commands to conversation
Technological advances are making it easier for humans and machines to converse—and smart businesses are moving from digital functionality to personality. Ever since the legendary Golem of Prague,...
View ArticleDigital Disruption Goes Physical
With innovators like Uber leading the way (it’s now offering on-demand flu shots!), more businesses are blending the digital and physical worlds to meet customer demand. The increasing connectivity...
View ArticleEffortless Interactions in Connected Systems: The Sixth Sense
With wearable devices and the Internet of Things expected to boom, businesses will be better positioned to anticipate consumer need even before the customer does. Ever since the introduction of the...
View ArticleOmni-Colleagues: The New Heroes of Digital
Digital business champions are putting their employees front and center in a new strategy to make customer service more personal. We’ve examined the findings of Fjord Trends 2015 and how digital...
View ArticleCould acquiring start-ups and innovative competitors help insurers extend the...
According to Accenture’s 2014 Digital Innovation Survey, insurers recognize that to extend their value chain, they will need to form new partnerships and invest in innovative companies. This is...
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