Everybody likes to talk about the weather, but nobody wants to do anything about it.The same axiom could be applied to U.S. insurers' approach to customer service. Most insurers will declare that customers represent the lifeblood of their business, but what are they doing about it? The proliferation of siloed databases across organizations-compounded by multiple systems and processes-inhibits insurers' ability to quickly identify cross-sell and up-sell opportunities and provide quality customer service.

Insurers are addressing their failure to achieve a seamless IT fluidity across the enterprise. With enterprise application integration (EAI), insurers are able to integrate business applications across their enterprise more quickly and effectively. And, Web services, programmatic interfaces and scripting languages support improved data flow.

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