Customer Experience

Chatbots are still in their early stages, but it is hard not to see their game-changing potential in the insurance space.

Once an insurer is prepared to gather evidence quickly, quote quickly and engage with speed — every situation becomes an opportunity.

Insurance will have to adapt to both the on-demand nature of work and the on-demand nature of consumption. This is the industry's Uber moment.

A traditionally complex industry is intersecting with a cognitive culture that is mentally trying to simplify, reduce effort and be more intuitive.

Many firms apply Maslow’s hierarchy of needs to seduce customers -- but stop once a sale is made. Why not continue?

Many carriers fail to realize that speed of claims resolution is just as important to consumers as professionalism and courtesy.

2017 is going to be a transformative year in many ways but none more so than in the business-consumer relationship.

Long ago, our home appliances became electrified. Soon, they will be “cognified” because of the spread of bots and the AI inside.