Customer service
Self-service breifing: Insurers feline the 'meerkat effect'
Insurance customers have changed from behaving like dogs to cats, and are now turning into meerkats as a result of social networking and other technologies.
Self-service briefing: Lincoln outlines case for self-service
IBM Insurance Solutions executive Nick Lincoln kicked off proceedings by telling the audience he believed there is a fundamental case for self-service.
Self-service briefing: Aviva online boss warns of "beast" awakening
By moving to a self-service model, insurers must prepare themselves for "awakening the beast".
View from the top: The changing focus of service delivery
Over the last year or so, while the focus has been on the credit crunch, a quiet revolution has been taking place in the way the insurance industry delivers its service. Modern service delivery is increasingly reliant on (and influenced by) the…
RSA improve customer satisfaction by 15%
SPSS software used to analyse individual attitudes and behaviour.
More saint than sinner
Ant Middle