At a time when collaboration between marketing and IT is crucial to capitalizing on emerging technology, an Accenture survey finds that the relationship between the two groups is often dysfunctional. Digital marketing As much as digital chann...

The 2011 Accenture Consumer-Driven Innovation Insurance Survey studied consumer expectations of insurance products and services. Respondents were asked about how they felt about innovation in insurance distribution, specifically channel distributi...

Customer-centricity is at the heart of many insurers’ strategies, so it’s more important than ever to know about customer attitudes and perceptions of insurance. Accenture research focused on this topic, with an emphasis on channel preferences, as...

Many industry watchers have predicted that the insurance contact center would disappear. Yet, the contact center has survived changing consumer behaviors, the growth of the Internet and emerging digital tools. In fact, I’d argue that the contact c...