Rory Yates

How can you be customer-centric if your business is designed to put the policy and not the customer at the center? You can't.

The closing of Amazon's Insurance Store shows the need to be organized around the customer -- and to figure out ecosystems. 

The promised land of all those tech investments has yet to be reached. New thinking is needed, to produce an ever-evolving ecosystem. 

Insurers must move from the manufacturing era (efficiency through administrative scale) to the ecosystem era (maximizing the value of a relationship).

Why, after spending hundreds of billions of dollars on new technology, can't insurers adapt to the demands being placed on them?

The insurance industry is at a crossroads, and ecosystem enablement and new business models are no longer a choice but an imperative.