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Guest blog: How insurers are helping to protect their ...

Where are customers moving in terms of connected devices in the home? Our insight is that customers want to control and protect their environment – think smart lighting, security devices and thermostats. While the technology is still mainly used by early adopters, it’s fundamental that we understand the barriers...

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The increasing importance of personalised treatment an...

The way a credit provider handles missed payments or financial difficulty is key to customers and their likelihood to stay with and recommend a brand, such as yours. Research shows that more than half of people would switch to another provider if they experienced bad debt collection processes. While...

Read More The increasing importance of personalised treatment and customer experience in collections
Guest blog: How machine learning can better equip insu...

From simple one-way analysis to generalised linear models (GLMs) and data enrichment, the insurance industry is still evolving. Machine learning is the next step. It’s already transforming major industries such as medicine and entertainment, as well as the judiciary system, and we can learn lessons here. Working with artificial...

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Why employees and customers are the best people to res...

Once an organisation has mapped its customer journey(s) and identified problem areas, it’s tempting for executives to swoop in and start fixing things through existing strategies and age-old processes. For lots of reasons, there might be a better way. The reason change is paramount is because of poor customer...

Read More Why employees and customers are the best people to reshape customer journeys
UK’s online identity habits revealed: Have we reached ...

Experian research has revealed a growing divide across generations. This divide is particularly evident in the way the UK population manages its passwords and online identities. The research showed the variation in the way different age groups conduct themselves online. Millennials are at higher risk from online identity fraud...

Read More UK’s online identity habits revealed: Have we reached peak password?
How do you drive a change strategy forward?...

No implementation means no innovation – here’s how to get it right Good intentions and ideas are nice to have, but if a business is unable to turn aspirations into new ways of working, then ultimately positive change is unlikely to hap...

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Guest blog: The 3 steps for an effective change progra...

We’re all aware of how many opportunities there are for us in the insurance sector. But in a large corporate with established systems and processes, effecting change can be difficult. You exist with systems and processes which have served you well – in our case for over 300 years....

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Why modernisation is a growth tool for banks...

In the last 12 months, banks have made a significant shift to upgrade and improve their internal infrastructure, with the purpose of streamlining costs and to move away from maintaining expensive legacy systems. The questions we often hear today are ‘what does a re-platforming project look like?’ How can...

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Identity has evolved, the future is all about trusted,...

For many of us, the first time we gained an official identity was with a passport, driver’s licence, or other paper-based document. Over the last 20 years, paper has evolved to electronic data and paper documents are used less often in the verification process. This change has stemmed from...

Read More Identity has evolved, the future is all about trusted, digital IDs