Strategy & Operations

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Why the Customer Experience Still Fails

By

Neeraj Malhotra

When advisors and agents spend time hunting for information, switching screens, or reentering data, customers feel the friction immediately.
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AI Creates a Mandate... and a Gift

By

Tom Bobrowski

AI deployment mandates real instrumentation in claims processing—and finally makes achievable what operations should have built decades ago.
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Insurers Need a Unified View of Customers

By

Jigar Shah

Insurers must replace fragmented legacy systems with unified, 360-degree customer views to meet heightened digital expectations and competitive pressures.
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Insurance Industry Shifts to Membership Economy

By

Jill Fecher

The membership economy is transforming insurance from transactional renewals into affinity-driven subscriptions that deliver continuous value.

Customer Experience

Robot and Human overlook hologram projection

Why the Customer Experience Still Fails

When advisors and agents spend time hunting for information, switching screens, or reentering data, customers feel the friction immediately.

View from below looking up of the sky in an office building

Insurers Need a Unified View of Customers

Jigar Shah

Insurers must replace fragmented legacy systems with unified, 360-degree customer views to meet heightened digital expectations and competitive pressures.

Drawing of robot and human facing each other with laptops and speech bubbles

The Insurance Functions AI Chatbots Can't Replace

Marharyta Koftielieva

AI chatbots streamline routine insurance tasks, but judgment calls, emotional nuance, and complex claims still demand human oversight.

Diversity & Inclusion

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Life Insurance Needs More Women Leaders

Nicole Mwesigwa

Life insurance's AI-driven transformation demands more women leaders to ensure ethical implementation and collaborative, customer-focused innovation.

Insurance Industry Battles DEI Fatigue

Desmond Marryshow

The insurance industry faces a retention crisis as voluntary turnover soars amid workplace culture challenges.

The Power of Diversity

Insurance Thought Leadership

In this Future of Risk conversation, Deb Smallwood explains how breakthroughs in AI create openings to finally advance the industry's diversity goals.

Leadership

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Traditional Insurers Can Still Win AI Race

Kyle Nakatsuji

Incumbents have operational context advantages AI-native startups can't replicate, but the window to leverage them is closing.

Graphic of a skyline where all the buildings are different colors and there are data points above the buildings

AI Creates a Mandate... and a Gift

Tom Bobrowski

AI deployment mandates real instrumentation in claims processing—and finally makes achievable what operations should have built decades ago.

A Woman in a Black and White Stripe Shirt and Blue Denim Jeans Sitting on Brown Sofa

Insurance Industry Shifts to Membership Economy

Jill Fecher

The membership economy is transforming insurance from transactional renewals into affinity-driven subscriptions that deliver continuous value.

Operational Efficiency

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Independent Agencies' Top Priorities for 2026

Mike Erlandson

As carrier appetites shift and underwriting tightens, independent agencies turn to AI automation to streamline workflows and boost operational efficiency.

ML Advances Insurance Portfolio Management

Pardeep Bassi

Insurers are using machine learning to detect portfolio shifts earlier, automate risk monitoring and navigate complexity with greater confidence.

A person sitting at a desk in a green top with a lop and papers on the desk showing charts and graphs

Watchwords for Insurance in 2026

Michał Trochimczuk

After years of rapid change, insurers prioritize strategic consolidation and efficiency in 2026, with health insurance leading growth.

Predict & Prevent

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Drone Shot of Road between Coniferous Trees

Why Prevention Is the New Protection

Daniel Grimwood-Bird

Rather than inferring exposure solely from historical outcomes, commercial auto underwriters can now access leading indicators of attentiveness, distraction, and behavioral discipline.

Insurance Shifts to Predict & Prevent

Manjot Singh

Rising loss severity compels insurers to evolve from reactive "repair and replace" models to Predict & Prevent partnerships.

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Predictions for Cybersecurity in 2026

Ravi Srivatsav

AI's shift to business-critical deployments exposes security gaps, accelerating demand for Confidential AI systems with built-in protection.

Talent Gap

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Challenges, Opportunities for Insurers in 2026

Abhishek Peter

Insurers navigating climate risks and digital transformation in 2026 must embrace challenges as catalysts for innovation.

People Sitting Down on Chairs at the Conference Room

Insurance Embraces Elastic Staffing Model

Sharon Emek

Rick Morgan

Talent shortages and demand volatility are making elastic staffing a defining operating model for insurance organizations navigating uncertainty.

A Frustrated Woman Sitting on a Swivel Chair while Looking at the Screen of a Laptop

Digital Skills Decay Faster Than Firms Train

Harsha Kumar

Digital skills expire faster than training programs can replace them, forcing enterprises to prioritize adaptability over traditional reskilling approaches.

Six Things