Customer experience

Agents and carriers are tripping over themselves, when they should be working together.

The insurer signs on for another three years with Merkle.

Adapting social practices in core systems operations may be insurers' best opportunity to leverage social networks.

Capgemini report finds internet/mobile channels have great potential to make customers happier, which may come at the expense of agents.

Generation Y consumers present a unique and fast-moving target for insurers; catching them may require real-time insights and even faster, more agile systems.

The move to new and unfamiliar markets is opening up insurers to risks about which they have virtually no data.

Temkin Group, a customer experience research and consulting firm, asked 10,000 U.S. consumers to rate their customer experiences on a scale of 1-to-7, in terms of being functional, accessible and emotional. Temkin limited the analysis to 246 companies, each of which included responses from 100 or more consumers. USAA was the top-ranked P&C insurer, and TriCare was the top-ranked health plan.

Celent recognizes the technology initiatives of 15 insurers and names XL Group the Model Insurer of the Year.

IBM study finds consumers more likely to buy from agents or intermediaries than websites.

Angelyn Treutel, president, SouthGroup Insurance, is given 60 seconds to outline the increasing importance of agency management.