Note From Our CEO:

The impact of COVID-19 continues to shift priorities for businesses, employees, and customers, and the acceleration of cultural and generational trends has been relentless. As the challenges of the new environment evolve across all industries, leaders continue to look to digital transformation to position their organizations for ongoing success in the future. Inside this newsletter, you’ll find the most recent insights from SSA & Company industry experts on how to navigate new realities. Below, a “deep dive” roadmap in Digital Transformation, a series of thought pieces focused on the insurance industry, and a host of perspectives from our retail experts.

SSA & Company is growing! As the needs of our industries evolve, so do we. Get to know our newest hires and recently promoted team members here.

SSA & Company Deep Dive

When a Digital Transformation Is Nearly Grounded at Takeoff

At the onset of the COVID-19 pandemic, our financial services team was working to roll out a multi-million-dollar digital transformation for a leading re-insurance organization. The goal was to work with the organization to digitize its global operating model to expedite transaction execution, reduce cost, enhance overall service delivery, and grow its competitive advantage. Despite obstacles, our team successfully developed the business case for digitization, drove consensus and adoption of global standards, and oversaw execution.

Read the full deep dive into our team’s work here.

Our Latest Thought Leadership

1. Post-COVID Customer Service: Where AI Can Help

• The Insurance Industry Can Reposition to Appeal to Digitally Savvy Youth – The insurance industry finds itself facing a crisis of talent as technology and digital enablement are rapidly shifting both internal processes and customer interaction models and experience. This has led to the need for a realignment of resources, governance, and infrastructure to accommodate employees in these new working environments- and strongly affects talent acquisition, from recruiting to managing that talent.
• Talent Crisis Will Drive Change in Insurance – Insurance companies must reach out to a non-traditional pool of applicants to attain the diversified talent they need. The talent crisis, coupled with other market forces, will require a massive shift within insurance recruiting, talent management, and digital adoption techniques. Successful firms will embrace challenges and deploy teams to serve their customers in more nimble ways, to attract, nurture, and keep the talent they need to sustain their business.

3. Commercial Insurance Brokers – Disrupters Are Headed for You

4. Digital is Fueling an Insurance Evolution

Retail Perspective in the Press

1. Retail TouchPoints: Making the Most of BNPL: How Education and Total Cost Transparency Can Lead to Bigger Baskets
2. ​​​​Sourcing Journal: DTC, Drop Shipping and the New Normal
3. CNN Business: Amazon Helped Crush Department Stores. Now it Reportedly Wants to Be One
4. Insider: 5 E-Commerce Technology Trends Brands Are Thinking About Right Now, According to Experts
5. New York Times: Brandon Blackwood Blows Up
6. Retail TouchPoints: Customer Service Can Be Retailer’s Secret Weapon in Building Customer Loyalty
7. The Robin Report: Sak’s Bold Move

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