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Insurance & Technology September 2, 2008 Nathan Conz	Insurers Shift To Customer-Focused Predictive Analytics Technologies Technology advances outside the industry have not only changed the way people shop for insurance and other financial products, but also raised the bar in terms of service and support.
Insurance & Technology June 10, 2009 Anthony O'Donnell	The Key to Keeping Customers Is Getting to Know Them Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market.
Insurance & Technology September 16, 2005 Anthony O'Donnell	The Elusive Prize: Effective Cross-Selling Only a minority of insurers succeed in crossing lines of business to increase customer wallet share effectively.
Insurance & Technology July 12, 2006 Maria Woehr	Digging for Dollars The insurance agent often is portrayed as going door to door with an oversized briefcase brimming with paper applications. While that might have been so in the 1950s, today, selling insurance means connecting with the customer, and it takes more than just a smile and a shoeshine. It takes knowledge.
Insurance & Technology November 26, 2003 Julie Gallagher	Keep Them Coming Back for More Now more than ever, carriers need to focus on keeping today's skeptical customer satisfied.
Insurance & Technology February 6, 2008 Anthony O'Donnell	Insurers Seek Competitive Edge Through Underwriting Analytics Underwriters have come to appreciate technology much the way agents have.
CRM April 2014 Leonard Klie	3 Reasons to Boost Your Contact Center's Strategic Value Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
CRM October 2015 Leonard Klie	The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot
CRM May 2011 Leonard Klie	Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time
Insurance & Technology February 9, 2004 Greg MacSweeney	2004 Top Insurance Business/Technology Issues This special report takes a look at some of the top business issues that insurance carriers will face this year and how technology can help make their challenges easier.
Insurance & Technology February 10, 2009 Anthony O'Donnell	Business Intelligence Makes Insurers More-Competitive Risk Managers For most insurers, business intelligence means point solutions at best. But those carriers that weave analytics into the fabric of their organizations are equipped to drive more precision in pricing and greater profitability to the bottom line.
Insurance & Technology August 12, 2009 Nathan Conz	Modernized or Legacy, Carriers Seek To Maximize Claims Systems' ROI Though insurance companies have achieved varying degrees of modernization among their claims platforms, many are examining ways to leverage their current systems with the goal of improving the customer experience.
CRM February 2004 Martin Schneider	Get Smart! Enterprises are relying more and more on analytics to derive added value from their CRM systems. Here are the latest trends and hot analytics tools giving organizations better insight into their businesses.
Insurance & Technology November 21, 2005 Cynthia Saccocia	Business Ignorance or Business Intelligence The effective use of business intelligence by insurance companies over the next three years will differentiate market leaders from market laggards in capturing, servicing and retaining profitable market segments.
Insurance & Technology June 14, 2005 Jamie Bisker	Improving Customer Insight: A Road Not Often Traveled Better understanding of customers is a long-sought-after goal across the financial services sector of the global economy, and one that has increased steadily in value.
Insurance & Technology April 20, 2005 Wendy Toth	Direct Marketing on Target Belgium insurer Corona Direct has realized a steady return on its direct marketing efforts thanks to predictive analytics software from Chicago-based SPSS.
CRM July 1, 2009 Donna Fluss	Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction.
CRM November 2014 Donna Fluss	Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey.
Insurance & Technology December 15, 2009 Anthony O'Donnell et al.	4 Technology Solutions That Sizzle While insurers often are cautious in their adoption of emerging technologies, carriers are investing in four solutions -- cloud computing, mobile, analytics and social networking -- that are just too transformative to ignore.
Insurance & Technology November 12, 2007 Conz & Rodier	Predictive Analytics and Complex Event Processing Technology Move to Cutting Edge of Financial Services Industry As data volumes continue to rise, bankers, insurers and traders are leveraging predictive models to anticipate future behavior and events.
Insurance & Technology July 19, 2004 Julie Gallagher	Customer Consolidation As finicky financial services customers increasingly rely on the Internet as a research tool, it's more apparent than ever that the competition's Web site is only a click away.
CRM August 2006 Coreen Bailor	The Why Factor in Speech Analytics Don't allow the customer information that lies in recorded calls to go unreported and unnoticed - incorporating speech analytics can help improve business areas throughout the enterprise.
Insurance & Technology June 9, 2010 Anthony O'Donnell	Insurers Master Data for Strategic Business Support Insurance carriers are developing new data standards and governance structures to support business decision-making and carve out a competitive advantage.
CRM August 23, 2013 Hertz et al.	How Financial Institutions Can Benefit from Predictive Analytics Four ways to drive revenue and improve retention.
CRM March 2011 Donna Fluss	Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope.
CRM August 1, 2005 Coreen Bailor	The Next Step in Anger Management Speech analytics solutions are enabling companies to track and analyze emotional cues. In fact, speech analytics is allowing organizations to target issues with certain business processes that extend beyond the contact center into the rest of the enterprise.
CRM February 2010 Donna Fluss	Speaking of Customer Insights Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk.
Insurance & Technology August 22, 2007 David West	Analytics Make Doing Business Easier By improving the speed and consistency of decisions, analytics opens the possibility of self-service applications for producers and the insured, including claimants. The result will be a dramatic improvement in the ease of doing business with the carrier.
CRM November 2015 Donna Fluss	Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise
Insurance & Technology September 5, 2007 Nathan Conz	TowerGroup: Predictive Analytics Could Improve Insurers' Claims Administration Systems A recent report from TowerGroup suggests that predictive analytics will be a key claims operations technology.
CRM November 2012 Leonard Klie	Companies Struggle to Manage Customer Analytics A Forrester report highlights big data challenges companies face.
Insurance & Technology August 7, 2008 Anthony O'Donnell	Policy Admin System Replacement: Insurers Shift Focus From Systems to Functionalities Interboro Insurance Co.'s policy administration replacement initiative was in key respects a classic case.
Insurance & Technology January 7, 2008 Anthony O'Donnell	Insurers Improve Claims Process Through IT Alliance Achieving optimal claims performance requires a high level of IT/business alignment to deliver high-tech, high-touch service.
Insurance & Technology August 17, 2010 Anthony O'Donnell	Claims Transformation Emerging as Top Priority for Carriers Economic and technological pressures are making claims system modernization increasingly urgent as insurers seek to differentiate themselves through service capabilities while gaining much-needed efficiencies.
Insurance & Technology July 24, 2009 Anthony O'Donnell	Novarica: Tech Transforming P&C Claims Amid Downturn Carriers are moving forward with existing core claims systems initiatives and investing in emerging technologies such as analytics, fraud detection, geographic information systems, mobile applications and Web 2.0 to drive operational efficiency and improved customer service.
CRM September 2011 Leonard Klie	WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company
Insurance & Technology December 21, 2009 Nathan Conz	Insurers Leverage Data Mining and Predictive Analytics to Mitigate Increasingly Complex Fraud Schemes In the area of fraud mitigation technology, insurers are employing data mining and predictive analytics technologies in increasingly innovative ways to identify obscured data patterns and establish effective benchmarks for claims investigations.
Bank Systems & Technology April 28, 2008 Maria Bruno-Britz	Analytics Are Becoming Increasingly Important Tools in Banks' Customer Retention Strategies Predictive analytics tools are helping banks understand customers' behaviors and meet their unique needs with tailored products and services, improving customer retention as a result.
Insurance & Technology August 7, 2008 Stuart Rose	Insurers' Fraud Technology Is Behind the Times But network link analysis, voice stress-recognition software and other emerging analytics technologies, along with fraud propensity scoring, can bring carriers up to speed.
Insurance & Technology September 6, 2007 Nathan Conz	Data Mining Improves Fraud Mitigation Efforts Data mining can help insurers access and leverage the institutional knowledge vital to fraud mitigation efforts that is locked inside their current and historical claims data.
CRM January 2012 Donna Fluss	Speech Analytics in the Voice of the Customer Era A valuable application increases its role.
CRM December 2014 Leonard Klie	5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions.
Insurance & Technology September 7, 2007 Susana Schwartz	Main Driver Behind STP Initiatives Today Is Ease Of Doing Business Straight-through processing is more a business issue than a technology, and is fundamental to the ability to drive intelligence into the underwriting process and throughout the organization.
Insurance & Technology June 1, 2006 Maria Woehr	Implementing Advantage Penn National Insurance is overhauling systems and driving IT initiatives to achieve straight-through processing -- and boost competitiveness.
Insurance & Technology July 12, 2006 Anthony O'Donnell	Smart Companies New approaches to business intelligence are providing meaningful information for decision support -- not only to senior executives, but to managers at many levels of the enterprise, and with less intervention from IT.
CRM September 2003 Guglielmo et al.	The 2003 Market Leaders (Part 2) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms.
CRM January 2010 Christopher Musico	Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Insurance & Technology July 20, 2010 Nathan Golia	Robust Analytics Boost The Hartford's Direct-to-Consumer Efforts The insurer worked with database marketing agency Merkle to develop a data and analytics framework that helped identify a wide range of profitable customers and target direct mail to them.
CRM December 2006 Jessica Sebor	The BI Tools Bonanza Simple, rewarding BI tools have been developed over the past three years, quietly accelerating marketers' ability to see and hear.
Insurance & Technology April 20, 2005 Wendy Toth	Courting Business Intelligence Not only do insurers need to know what they already have, but they need to figure out just what it is they want to accomplish in order to guarantee the synergy among business units and employees that intelligent data can provide.