I’ve spoken at length about the value of social media for insurers, and my colleague Kevin Kraft has also provided guest blog posts on this topic. Many insurers have reservations about using social media, and rightly so. As I point out in the Ch...

As I say in a recent article on CRM.com, the digital channel is arguably the most flexible, efficient, and scalable channel for customer acquisition, growth, servicing and retention. Yet, in speaking with life insurers, there is a real resistanc...

If we’ve learned anything from the past few years, it’s that there is no “business as usual.” High-performing businesses are in a continual cycle of analysis and improvement. That’s why I’m pleased to announce that Accenture has entered into an ...

Earlier this year, I wrote an article for Claims Magazine called "Going After the Big Fish: Fighting Organized Rather Than Opportunistic Fraud." In it, I discuss some of the results of the Accenture Insurance Consumer Fraud Survey, which...

Last week, I talked about where insurers are setting their sights for international expansion. This week, I want to talk about possible operating models to enable this expansion. In fact, there are four operating models. What models are insurers...