John Rodgers and Rajeev Aggarwal emphasize the need to find ways to invest in the moments that matter, even when engaged in cost cutting in this Insurance Innovation Reporter article.
Today’s economic environment has led to companies engaging in widespread cost-cutting. This in turn has taken a toll on customer experience. Unfortunately, this comes at a time when customers are increasingly demanding higher levels of service, convenience, and personalization, more so than ever before.
Organizations have received a wake-up call: neglecting the needs of the customer today will have dire consequences in the mid- to long-term. But we’d suggest that paying close attention to improving the customer experience is not at odds with being budget conscious. They can exist together if companies focus their processes and prioritize around moments that matter—those interactions that drive retention and buying behavior.
Brian Nordyke and John Rodgers highlight a four-step action plan to align interests and prevent further home insurance market deterioration in this Property & Casualty 360 article.
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John Rodgers, Jim Kane, and Jenny Halim highlight the importance of minimizing disruption and maximizing retained value when divesting entangled assets in this Insurance Thought Leadership article.
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Pierre Buhler was recently interviewed by Schwab Network about his reaction to big bank earnings and outlook for the remaining year.
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In life insurance and annuities, the promise has always been unwavering stability and resilience. Insurance companies have adapted to the times by being measured and purposeful, living their commitment to providing long-term security. The last decade challenged this paradigm, having introduced a relentless wave of innovation, including contactless underwriting, consumer demand for digital-centric interactions, the office impact of the COVID-19 pandemic, the entry of private equity, and rapid fluctuations in interest rates, with the looming threat of declining asset values already requiring another round of new investment strategies, product revisions, and balance sheet optimizations.
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