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E.g., 2022-07-06
E.g., 2022-07-06
July 5, 2022
How did you get into the insurance industry, and what is your area of expertise? My grandfather started our insurance agency 60 years ago. I started with summer jobs at the agency and helped filing papers growing up. Then I went to college and took a different job until I was pulled back into the insurance industry. I’ve been working at the agency for 13 years now and have become a real estate...
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July 1, 2022
The combination of a continued global pandemic, demographic and geopolitical shifts, and a possible looming recession presents uncertainty on multiple fronts. These compounding realities have put into focus the need for innovative approaches to talent pools and recruiting for insurers. This topic was especially top of mind in our most recent meeting of the Aite-Novarica Innovation Advisory...
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June 30, 2022
Recently, NBC News reported a story of wide employee discontentment at Starbucks due to customer satisfaction scores and the effects these scores have on workplace evaluations. Managers are using customer survey results to penalize employees, and the practice is meeting resistance. These survey results, the so-called “connection scores,” are collected from Starbucks patrons and report on...
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June 28, 2022
Apple’s recent entrance into the buy now, pay later (BNPL) arena appears to be another incremental step toward its financial services goal. But what is that goal? We cannot assume it is to become a full-service bank. In many cases, Apple’s modus operandi is to cobble together existing technologies and services in a sleek and sophisticated way, as only Apple can do. Then it launches the new...
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June 27, 2022
人工知能を使った分析技術や大量のデータを安価に取り扱えるクラウドの出現など、企業経営やカスタマー・エクスペリエンス向上にデータを活用する機運が高まっています。ただデータ分析の前提となる一貫性のあるデータを準備することには、大きな困難を伴うことが現実です。アイテ・ノバリカ・グループでは、お客様で組織化しているFinancial Services CIO/CTO Research Councilメンバーに対してアンケートとヒアリング調査を実施、そのベストプラクティスをレポート:CIO/CTO Checklist : Best Practices for Developing a Data Strategy and Data Architecture にまとめました。ここではその概要をご紹介します。 ■ データ活用への注目と課題 金融機関は、...
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June 22, 2022
The COVID-19 pandemic spurred on rapid digitalization, forever changing how people and organizations conduct business. While this digitalization brought many benefits with it, it also opened new attack vectors and brought about increasingly sophisticated and frequent cyber threats. Bot attacks are one particularly pernicious type of threat, and they are on the rise. According to Kasada’s 2021...
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June 21, 2022
Loss and loss adjustment expenses are the largest cost component for property/casualty carriers. As such, anything carriers can do to reduce these costs has a significant impact on profitability. Insurers may choose to subrogate claims, that is, seek recovery of expenses for claims in which their policyholders were not at fault. This may be accomplished by recouping medical costs and/or the...
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June 20, 2022
金融業界では、カスタマー・エクスペリエンス(CX)の重要性が広く認識されるようになり、予算を確保し増員を予定している企業も増加していますが、リソース配分や何に投資すべきかの論議は、まだ焦点が定まっていないように思われます。アイテ・ノバリカ・グループでは、効果的なCX戦略立案のために必要となる3つの視点をまとめたレポートました(The Current State of CX Strategy: Three Governing Themes for Approaching CXを執筆しました(本レポートは、どなたでもダウンロード頂けます)。 ■ パンデミックとカスタマー・エクスペリエンス(CX)向上への取組み カスタマー・エクスペリエンス(CX)を差別化施策とする考え方は以前から存在したが、多くはFace-to-Faceの場をどうレベルアップするかという問題意識だった(日本の「...
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June 16, 2022
We recently facilitated a roundtable discussion focused on insurers from the Greater Philadelphia area. These roundtable meetings are confidential knowledge-sharing meetings where our team can share recent research results and participants can discuss industry trends. This latest discussion, guided by the interests of participating CIOs, focused on three major concepts that the modern insurer...
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June 14, 2022
Customer expectations for a modern, seamless digital banking and financial services (FS) experience continue to heighten. CIOs and CTOs are leading the transformation of their organizations’ technology ecosystems in critical functions like analytics, cloud, and information security to deliver the IT capabilities required to meet customer expectations. In this era of digitalization, an...
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