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Viewing entries written by Deb Smallwood

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Completing the Digital Customer Experience

April 19 2017 | Deb Smallwood

We talk a lot about the digital customer experience, not just in insurance, but everywhere in the world around us. Every aspect of the way we interact with goods and service providers is becoming digitized. As we start to work out what it means to become fully digital, we are...

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If You Personalize Customer Experience - Get It Right!

March 23 2017 | Deb Smallwood

“Hello, undefined:  How are you?”  We’ve all seen bad marketing emails where what was supposed to be a personalized greeting or communication goes terribly wrong. These failed attempts at personalizing the customer experience have the exact opposite effect that they are supposed to when the data is bad.

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Watching the Rio 2016 Olympics for Advantage: Big Data and Analytics

August 17 2016 | Deb Smallwood

I love watching the Olympic Games and Rio 2016 has been no different. The fanfare, the stories of the athletes, and of course the competition. It is a showcase of the absolute best in sports and it I think the Games teach us things about our place in the world...

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Our Changing Insurance World: Bridging Today to Tomorrow Part 2

August 02 2016 | Deb Smallwood

In part one of this blog, we looked at the transformational changes insurers are facing and the need to build bridges between today’s world and the future. Now it’s time to look at “the hows” – How do you respond? … How do you set a call to build those...

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Our Changing Insurance World: Bridging Today to Tomorrow Part 1

July 27 2016 | Deb Smallwood

Change is constant, we all know that. External forces are conjoining with emerging technologies and changing our whole world, including the business of insurance. And changes bring challenges. How insurers face these challenges and bridge their current world to the future is the critical key to success.

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Gluten-Free Underwriting

May 12 2016 | Deb Smallwood

It is no secret that I am a proud Greek American. And as any Greek can tell you, I love the three Fs: family, friends, and food. As such, I am fortunate to have recipes for Greek delicacies that have been handed down in my family for generations: baklava, spanakopita,...

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Innovation and Transformation – What’s the Difference Anyway?

March 31 2016 | Deb Smallwood

We often use innovation and transformation synonymously. Both words evoke thoughts of change and modernization. Both innovation and transformation are important outcomes of the change management life cycle. We know that innovation is occurring all around us, and in simple terms, it is finding new ways to improve or change...

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Post-Primary Perspectives for Insurers - Insights Into Interacting With Modern Insurance Customers

March 02 2016 | Deb Smallwood

Having just come through the Super Tuesday's Presidential Primaries and all of the associated media coverage, it made me reflect on how candidates interact with their constituencies and the lessons insurers can learn.

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Placing Bets on the Next Big Thing in Insurance

March 01 2016 | Deb Smallwood

Change is coming from all directions and with it comes both opportunity and peril. Companies outside the insurance industry are placing their bets on what they believe will be "the next big thing" that will be a success and revolutionize the industry (and make them fortunes).

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Google Pivots, Shuts Down Google Compare—New Doors Open

February 24 2016 | Deb Smallwood

"The Google Compare service itself hasn’t driven the success we hoped for." Google Compare announced in an email to its partners that it would be shutting down its insurance and financial products comparison service tools in the US and UK as of March 23.

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