WellPoint Launches Mobile Provider Directory
WellPoint has launched a mobile version of its online provider directory -- an early indicator of where the health insurance industry may focus customer experience initiatives going forward.
MassMutual Looks to Modernize
Roughly three years into a major modernization effort, MassMutual's IT team has equipped the carrier to put its customer-focused business strategy into practice.
Insurers Taking More Unified Approach to Compliance
Establishing a unified, enterprisewide approach to compliance not only can help insurers identify the right compliance technologies, it also can help proactively address regulatory requirements before they become a greater burden.
Phoenix Selects CSC
The Phoenix Companies has selected CSC's Customer Service Accelerator Software
Will a recent series of vendor acquisitions, including moves by HP and Oracle, have the power to drive further vendor consolidation?
Is Customer Service Strategic?
While C-level execs and front line customer service people agree about the importance of service to the brand, their opinions diverge notably as one moves into the details that contrast objectives and practices.
AIG Wins With Reds in Moscow
It may be that annoying ads are effective as pleasing ones. However, I can't help thinking there's some advantage in the reassuring presence of Dennis Haysbert in the Allstate ads and the Cockney charm of GEICO's gecko. Similarly, one has to believe that AIG benefits enormously not just from the frequency of exposure that comes with a brand such as Man U, but also, as in the case of Accenture's Tiger Woods ads, the association with a winner.
ICW Group Chooses SAP
San Diego-based P&C insurer believes that SAP's integrated platform will result in higher quality service for its customers.
From the perspective of a journalist meeting vendors and analysts, the show can't fail to be a success, and so it was for me and my colleagues at I&T. However, I also had an outstanding experience in terms of the number and rank of insurance executives I happened to see. Several were old friends but some were new people I was very happy to have the chance to meet.
New John Hancock CIO Allan Hackney to Drive Productivity, Build Staff
Hackney's strategic mandate includes development and execution of strategies that increase productivity and efficiency, improve operating risk management, and build greater technical bench strength across the John Hancock enterprise. He will also be expected to increase the value derived from the company's investment in staff, technology and service providers.
How the NYSE Achieves Low Latency
Yesterday HP and EDS confirmed that they had signed a definitive agreement under which HP will acquire EDS for approximately $13.9 billion. The transaction is expected to close in the second half of the calendar year.
Health Insurance Consumer Demand Could Shift Towards Mobile Functionality
There has been no shortage of health insurers who have made news over the past few years by embracing a more customer-centric business strategy and, as a result, rolling out several customer-facing online tools. The next step though, I believe, center around how insurers make those tools available to members (and, in some instance, potential members) on mobile devices.
Big Vendors Affirm Insurance Opportunity
As if to validate last week's Editor's Note, major horizontal vendors have demonstrated its introductory hypothesis, perhaps best summarized by the words of the notorious Willy Sutton. When asked why he robbed banks, Sutton famously replied, "That's where the money is."
CEOs to Watch: Edmund F. Kelly
Liberty Mutual CEO Edmund F. Kelly has driven rapid growth for its independent agent-driven business through the acquisition of Ohio Casualty and Safeco.
HP In Talks to Acquire EDS
Companies are said to be in "advanced discussions" but decline to comment further until discussions have been concluded.
The Test of Relevance: Ed Zore, Northwestern Mutual
Anthony O'Donnell, Senior Editor of Insurance & Technology, speaks with Edward J. Zore, one of I&T's 2008 Tech-Savvy CEOs, about the need to balance opportunism and prudence in technology investment in pursuit of business success.
The Virtues of Virtual: Ron Boyd, Midwest Family Mutual
Anthony O'Donnell, Senior Editor of Insurance & Technology, speaks with Ron Boyd, one of I&T's 2008 Tech-Savvy CEOs, about his role in driving paperlessness and remote work while expanding Midwest Family Mutual's geographic business footprint.