Amidst the current crisis, many insurers are turning to IT to help them change the way they operate so that they will be positioned for success in a more competitive and challenging market.

Business/IT communication is IT's responsibility. Remember who the "customer" is. Although communication is a two-way street, IT must take the lead in promoting and fostering a culture of communication. While IT staff (and some executives) may resent having to shoulder this burden, it is important to remember that however strategic IT's role may be, it is still a supporting function within the organization. Many CIOs frequently have to remind their staffs that they are working for an insurance company, not a technology company.

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