Improving the Customer Experience Through Communications and Document Management

Watch this on demand webcast and hear Strategy Meets Action shares the results of a recently conducted research study on how insurers are leveraging customer communications and document/content management to enhance the customer experience. The survey covered all major insurance business areas including inbound communications (voice, paper, and computer based), correspondence and document creation and management, and outbound communications (paper, records management, and e-delivery). All insurers, reinsurers, agents, and brokers are invited to participate.

The web seminar is lead by Mark Breading, SMA Partner, and a panel of expert insurance company speakers, including Mark J. Schwob, Sr. Manager Marketing/Sales Systems, HealthPartners, Inc. and Mark H. Ewert, Executive Vice President, Treasurer, and Chief Operating Officer of Partners Mutual Insurance Company. We will have a mix of business and IT participants including customer service operations, contact center and claims where they have been directly involved in a project for customer communications or document management.

This web seminar will discuss the results of the study that covered topics of:

  • Business drivers for investment in customer communications and content management
  • Insurer approaches to technology solutions for CCM and ECM
  • Projected technology investment for 2014 and beyond
  • Project focus areas by major line of business, company size, and functional capability areas
  • The role of policy administration systems related to customer documents
  • Progress in the paper to digital transformation underway in the industry

Mark Breading
Partner, Strategy Meets Action

Strategy Meets Action is a strategic advisory firm offering a unique blend of advisory, research, and project-based consulting services to both insurance companies and solution providers. Mark is well known for his perspectives on innovative uses of technology in insurance and the future of the insurance industry. He leads the research program at SMA, and has exceptional knowledge and experience in all aspects of advanced technologies and solutions that provide value across the insurance enterprise – including data and analytics, customer communications, enterprise content management, and mobile technologies.

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