Maria Ferrante-Schepis

You must understand the phases of the customer experience cycle and align all channels around the experience you want to create.

Customer experience efforts must include deep insight on a wide ecosystem of people and how they interact with your ultimate customer.

What does minimalism have to do with innovation? Everything, if you are in an industry like insurance that intersects with people’s stuff.

Why do customers commit $80 billion in insurance fraud each year? What are they telling us -- and can we rewire how they think about our industry?

Having these five characteristics can protect certain advisers from the threat of having their jobs eaten by technology.

Here is a look at some of the most famous modern innovators and at what timeless element they extracted and modernized.

Can insurers use their pooling "superpowers" to create an option to access technologies that have not been invented yet?

Old companies that don’t get disrupted are excellent at defining their purpose as something deeper than just the product they originally sold.

Over and over again, we’ve seen companies focus on the optics of innovation, not the hard work that achieves real innovation.

We've lost track of the fact that "digital" is a "how," not a "what. We can't innovate just by falling in love with technology.

Skillsets for innovation may be missing: The insurance industry generally does not know how to prototype or pilot.

Hanging onto this outdated notion has caused the industry to lose focus on the end consumer and shift the focus to the agent as customer.

The notion of retirement at a set age with money saved up is likely passe. But we can set ourselves a new goal: "jubilescence."

Three key beliefs stand in the way of innovation in life insurance. The right approach to prototypes is the solution.

The old problem was a lack of game-changing ideas. The new problem is our bias against them.

Plan A (to fight the Department of Labor's "fiduciary" ruling for agents) and Plan B (to alter it) leave out a crucial factor: the future.

Insurance industry protects families from becoming destitute if a breadwinner dies. What if that probability is significantly reduced?