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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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Google and Applied: Six Months In

April 19 2019 | Mark Breading

The insurance world was caught by surprise last October when Google’s Capital G investment arm announced a substantial investment in Applied Systems (north of $100M). It was seen by many as an endorsement of the independent agent (IA) channel.

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Musings on the Future of Autonomous Vehicles – And Practical Implications for Today

April 03 2019 | Mark Breading

What might a future world look like where all transportation is via autonomous vehicles? Although we might be decades away from this vision, there are useful insights to be gained for today’s strategies in thinking through the possibilities.

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Perspectives From a Smart Home Owner: How Insurers Can Help

February 21 2019 | Karen Furtado

There are so many great advances in the area of smart homes and buildings, it makes me wonder what the actual impact has been, or what I might have had to deal with, without all the smart features.

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P&C Personal Lines Insurers Focus on Transformational Initiatives

February 14 2019 | Mark Breading

Transformation in the property/casualty personal lines segment has been underway for some time as insurers position for success in the digital age. SMA has been tracking and supporting this transformation over the last decade and now observes an important shift in strategy.

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How Amazon and Netflix Solved the Digital Challenges That Insurers Face Today

February 12 2019 | Karen Furtado

What insurers face now, digital giants like Amazon and Netflix faced when they moved to operate exclusively in the digital marketplace … transactions increasingly shifting to digital ... operations impacted by an unprecedented wave of automation.

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Paper Checks – Here Today, Gone Tomorrow?

January 28 2019 | Karen Furtado

Insurers are becoming more digitally-based, data-driven organizations that are investing in the customer experience to address the new expectations of today’s consumer. But at the same time, there are always some old habits that die hard – habits that need to change but somehow remain the same.

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2019 Commercial Lines Strategies: Stepping Up to The Plate

January 24 2019 | Karen Pauli

Given that this blog is coming out in January, a baseball reference in the title might seem a wee bit out-of-season. Should it be a football reference? Perhaps. But SMA’s recent report, 2019 Strategic Initiatives: P&C Commercial Lines, is future focused.

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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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CES2019 Recap: Six Themes for Insurers to Consider

January 15 2019 | Mark Breading

4,500 exhibitors ... 185,000 attendees ... 2.75 million square feet of exhibit space ... hundreds of sessions. That’s CES2019 in a nutshell. The range of technologies and products displayed each year is staggering, making it clear that innovation is in high gear around the world.

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