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Eight Critical Areas for Customer Experience Transformation

July 29 2019 | Deb Smallwood

Customer experience is an essential component of the transformational journey. 

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Are Commercial Lines Insurers Investing in Traditional Foundational Technologies?

June 27 2019 | Deb Smallwood

Nowadays, transformation is a top buzzword in the insurance world. But beyond the buzz, it reflects what is happening in the insurance industry today – as a whole and within each company. It turns out that there is a lot going on in the commercial lines sector.

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Thinking Big for True Transformation

May 22 2019 | Deb Smallwood

An insurance transformation journey is a required trajectory for every company within our industry’s ecosystem that wants to remain relevant beyond 2030.

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Accelerating the Transformational Journey: Future-State Vision Imperative

May 14 2019 | Deb Smallwood

I am so excited to share our latest research report, “Bringing New Focus to the Transformation Journey: Accelerating Transformation with a New Lens.”  This report highlights much of what we have been talking about at our client engagements and various speaking opportunities over the past year.

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So, Who Is Your Customer and How Is the Experience?

April 24 2019 | Deb Smallwood

In today’s digital world, it has become a mandate to focus on the customer and their experience. No longer is it just about optimizing the business and processing the transaction; it is also the overall experience that matters for retention, renewal, and even loyalty.

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Is the InsurTech Wave Hitting a Riptide?

January 22 2019 | Deb Smallwood

Has the InsurTech wave hit a riptide? At Strategy Meets Action, we think it has.

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2019 Will Be the Year That Customer Experience Meets Digital Transformation

December 12 2018 | Deb Smallwood

The one prediction that will hold true for 2019 is that it will be the year that Customer Experience Meets Digital Transformation.

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Innovation in Action: John Hancock’s Vitality Program

June 26 2018 | Deb Smallwood

There’s more to staying healthy than eating your fruits and vegetables – and John Hancock Insurance Company knows it.

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10 Essential Actions for Your Digital Success

May 17 2018 | Deb Smallwood

Becoming a digital insurer is an essential requirement for being competitive in insurance today – but even more so for the future. Your digital strategy becomes the framework from which to leverage all other transformational initiatives, not only for the customer experience but for the employee and operational experiences as well.

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Looking at the Insurance World Through Digital Transformation Glasses

April 26 2018 | Deb Smallwood

Extraordinary change is taking place throughout the insurance industry and everything that surrounds it. The whole world is going digital. It’s the new reality, and there is no getting around it. But just the word or even the idea of digital has many people, insurers included, pondering the basic and...

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