Customer Experience

Many in the C-suite privately question the value of customer experience differentiation, unsure of the financial return it really delivers.

A continuing lack of transparency around premiums can only be bad for business in the long run: The customer is now in control.

The basic conflict: Insurers see policies as complex, but consumers expect a transaction to take no more than four clicks.

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

Here’s a quick checklist of things CIOs can focus on today to start improving the consumer experience.

"The company was ambushed and had to disprove incorrect information. All the while, claim payment was being withheld."

Consumers will no longer be at a data disadvantage; they will be able to test brand promises -- and insurers must be ready to react.

Here are seven social engineering tactics that hackers are using to trick employees, along with eight defenses.