Stop Wasting Your Money on Customer Experience

Faced with increasingly commoditized markets, more and more insurers are launching customer experience improvement programs to differentiate themselves. However, there's something many of these ...

The Chicken and Egg of Employee Engagement

Are happy, engaged employees a driver of business success or merely a consequence of it? Plenty of studies have identified a link between employee engagement and company performance. One of the most ...

Forget Big Data—Try Focusing on Small Data

In their rush to jump on the big data bandwagon, many organizations have lost sight of a much simpler yet effective source of customer insight: "small data." Big data is about synthesizing, mining ...

Who Will Be the Next Uncarrier?

As insurance carriers struggle to set themselves apart from one another, they might want to seek inspiration from a different type of carrier—the wireless kind. In late 2012, wireless carrier ...