Lynn Kesterson-Townes

Will driverless cars wreck auto insurance?

I live in Los Angeles where traffic is legendary.  At one point in my career, I had a downtown office 23 miles away from my suburban home.  That commute almost always took at least an hour and a half.  On brutal days, it took two hours.  Each way!  Three to four hours ofevery workday wasted […]

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What insurers are adopting now!

  At World of Watson 2016, I attended several insurance-focused sessions (speaking at one of them), as well as hosting an industry dinner. I came away from the conference with three key observations: The insurance industry is beginning to leverage the Internet of Things. With an eye on enhancing growth, insurers are working on engaging […]

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What Insurance Customers Really Want

My daughter’s roommate, Jan, recently had her car stolen from the parking lot of their apartment building.  They had just moved in!  Their new apartment is a short walk from their college campus and right across the street from a grocery store.  They thought the location was perfect.  They found out the hard way that […]

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What Insurers Need to Do to Survive Today!

Empowered consumers, connected millennials, technological innovation, digital distribution, and new competitors – taken together, these represent potentially explosive dislocations in the insurance industry.  What do they mean for the future of insurance?  Some say that new competitive business models are dooming the insurance industry to reduced premiums and agent and customer disintermediation.  So, what does […]

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How to Create Industry-Leading Digital Customer Engagement

At Amplify 2016, I attended several insurance-focused sessions, including hosting an industry dinner. I came away from the conference with three key observations around digital customer engagement: Insurers are eager to use mobile to initiate and sustain industry-leading digital customer engagement. The trick for insurers is seamlessly merging a customer‘s various digital and physical interactions […]

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Evolve or Die! How Insurance is Being Disrupted!

Connected millennials, empowered consumers, technological innovation, digital distribution, and new competitors — these are all forces for change in the insurance industry. But, what do they mean for the future insurance services? Buckle up! It’s likely to be a bumpy ride! First, the forces for change transforming the insurance industry are likely to translate into […]

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Millennials: The Insurance Customer Has Changed, Will You?

What is the single largest force disrupting insurance?  Millennials! They’re empowered, connected, and leading the charge for change! So, who are they? What do they want? Why do insurance companies have to change to serve them?   Most definitions say Millennials (aka Generation Y) are young adults from ages 18 to 34. They account for […]

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Do You Understand Your Customer’s Journey?

Do you know what your insurance customers need today? I mean, right now? In this moment? And, if you are among the fortunate insurers who actually know what a specific policyholder or potential customer needs right this minute, can you create an experience that has your customer feeling like it’s her lucky day? Is your […]

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Do You Trust Your Insurance Company?

Insurance might not be the oldest profession. But, the idea does go back to ancient times. Some say that the concept of sharing risk began 5000 years ago when Chinese merchants started mixing their cargoes together to distribute each merchant’s goods across multiple ships. Of course, the downside was, if a ship went down, it […]

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Does Your Insurer Really Understand Customer Engagement?

Let me tell you a heartening story in which an insurer really delivers on customer engagement. Steve, a happy-go-lucky millennial, was travelling from New York to Los Angeles via Atlanta. Only two hours before he boarded his flight, Steve purchased travel insurance using his mobile phone. His flight from JFK to Atlanta was uneventful and […]

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Insurance as a Service?

“Living at risk is jumping off a cliff and building your wings on the way down.” — Ray Bradbury Imagine a world where your insurance benefits and rates fluctuate on a daily or even hourly basis, based on your unique lifestyle. Sure, you have a baseline of auto and homeowner’s insurance that protects your “stuff”. […]

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How to Integrate Cloud, Mobile, and Analytics for Insurance Success

At InterConnect 2015, I attended several insurance-focused sessions, including co-hosting an industry luncheon and co-facilitating an insurance industry round table focused on “customer-activated operations.” I came away from the conference with three main observations: Insurers are still reticent to get in the cloud. Insurers are eager to develop mobile offerings that engage customers. Insurers are […]

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