consumer

Random thoughts: new entrants and adjacent spaces

Last week, we launched the new IBM Institute for Business Value study on insurance retention – I blogged about it on this site.[1] One of the recurring themes in the study is the threat of new entrants – today, some random thoughts around this topic: Customers are open to buying insurance from non-insurers. When we […]

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3 actions to help you retain your customers

After two sneak peeks and a lot of data snippets on Twitter,  the new IBV study for insurance has arrived! In “Capturing hearts, minds and market share – How connected insurers are improving customer retention”, my colleague Lee-Han Tjioe and I decribe the issues insurers are facing in retaining today’s empowered consumer, and the actions […]

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Digital reinvention and the role of the intermediary

A central theme in the new insurance study I announced three weeks ago is the confluence of forces that will lead to disruption in the industry. While we can argue the timeframe or the strength of disruption in insurance – regulation on one hand and a conservative industry mindset on the other will always be […]

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Convenience versus privacy

Publication of our new insurance study about Digital Reinvention is right around the corner – time for a second sneak peek at some of the data. Last time I talked about the changes in trust, today we will have a look at the privacy / convenience trade-off. Conventional wisdom says that as the world is […]

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