Joe McKendrick

That depends on the agent's depth of dealing with customers, say experts.

Enterprise architecture tends to be misunderstood and marginalized, but some insurance companies get it, and are leading examples for others.

Within the span of an insurance transaction, there are multiple phases involving many different moving parts, from the time a customer requests a quote to the application process to claims.

New business and analytical models are changing the way existing players do business, not disrupting with Silicon Valley-style startups.

Is it time for insurance companies to start gravitating away from the business of managing large data centers to depend on the cloud?

Not only is the API economy delivering business advantages, but also elevating the careers of IT professionals from systems maintenance roles to digital “provocateurs.”

For insurers, the key is to step up with new types of ways to think about offerings.

We've seen “consumerization” continue to sweep through organizations, brushing aside the older ways of managing IT shops.

With IBM's acquisition of The Weather Company and its large insurance customer base, Watson analytics may be able to help assess weather risks days before things happen.

Lately, CIOs have been overwhelmed by the big data tsunami, as stated in a recent report out of Experian.

Eighty percent of IT executives feel that IT departments have too narrow of a scope to be able to effectively ramp up the speed at which they delivery digital capabilities.

No matter how many tools get introduced to workflows, there will always be a need for human judgement, oversight, and, most importantly, imagination.

Any given application may be the only point of contact a customer has with an insurer -- so it's important to take their experience seriously from the start.

Everyone is talking about the digital experience, but what does it really mean to go digital?

“Frictionless” is a word that gests used a lot by vendors, but if everything were as frictionless as promised, we would be in cyber-heaven, wouldn’t we?

As insurance companies increasingly digitize their operations, reach out to customers via apps and online services, and employ big data analytics for everything from telematics to fraud prevention, any hiccups in software delivery may mean delays and losses.

Many insurers are looking to redesigning systems to better support analytics, but it may be better to develop them as separate sideline to be tested and merged into the organization when ready.

Insurance companies are major consumers of IT outsourcing services, but there are hints that carrier CIOs are rethinking their outsourcing strategies.

Insurers clearly appreciate the greater insights into policyholder risk factors from connected cars and homes.

Half of surveyed software developers don't feel they can work with the Internet of Things. Can insurers take the lead?