Business Performance Management
398 whitepapers and resources
Business Performance Management
Insurance companies in the digital era: Improving customer satisfaction by embracing technology
Based on input from over 500 UK motor, home and technology insurance customers who filed a claim in the past 12 months, this whitepaper focuses on how insurers can further utilise digital innovation to engage with consumers and improve the claims process.
A how-to guide for customer service
Whether you are in customer service or a management team, the pressure is on. In a world where customer satisfaction has never been more important – and never more difficult to maintain, this paper provides some practical ideas for getting the most out of your support organisation.
Capturing hearts, minds and market share: How connected insurers are improving customer retention
How can insurers keep – and hopefully even expand – diverse customer sets? What factors drive retention and loyalty? This report sheds light on customers' relationships with insurers, what they perceive as valuable and in what ways they would like to interact and obtain new services going forward.
Understanding customers and risk: Your cognitive future in the insurance industry
For insurance, cognitive computing has indeed arrived, and its potential to transform the industry is enormous. Already, cognitive systems are driving customer engagement through virtual digital agents and improving decisions for underwriters. This report highlights the implications for insurers.
Rethinking insurance: How cognitive computing enhances engagement and efficiency
To better understand how the insurance industry can harness the power of cognitive technologies, IBM engaged over 1,500 executives worldwide for its Cognitive Insurance Survey. This report provides an in-depth analysis of that research and highlights how insurers can gain a competitive advantage.
Making the complex simple: Smart claims fraud detection
Reducing fraud losses is a high priority for insurers, with the market recognising they must contain fraud as a ‘managed risk’. But how can insurers work smartly to detect claims fraud? This article sheds light on how claims fraud indicators can be grouped into four main areas to improve detection.
How can the insurance industry maximise marketing spend in a capital constrained era?
Insurance marketing professionals are under increasing pressure to attract new customers and retain existing customers. This article provides a summary of Post’s roundtable where experts discussed the barriers to achieving a single customer view and the opportunities to improve cross-selling.
How customer data can be better leveraged by insurers and brokers
Based on research conducted by Post in association with Visionware, this whitepaper focuses on how insurers and brokers can make better use of policyholder insights to achieve a single customer view and improve cross-selling.
Spotlight claims assistance: Ignore at your peril
Dissatisfaction over clarity during the claims process has been highlighted by the recent Financial Conduct Authority review. What can the industry do to make the system work better? Download this article to find out more.
Five ways to connect more deeply with insurance policyholders
This whitepaper focuses on five ways insurers can connect more deeply with policyholders to encourage loyalty and spur long-term growth.