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self service and documentation via the web can improve experience, and some consumers even want it. but implementation has been poor and misses out on the opportunity for self-service as way to both improve experience and decrease costs.

we have the full pdf for our team

Types needed: - descriptive (objective interaction facts) - subjective (perception) - outcome (customer action) What do the do with the measurements: - get them out daily - predict behavior - measure loyalty - guide employee actions Difficulties: - organizations trying to further subsegment stuggle to gather and organize data - causation difficult with multiple programs running simultaneously

This report examines four trends that will influence the 2012 strategies of North American insurance eBusiness teams: 1. Insurance eBusiness executives will become obsessed about their customers 2. Get serious about how to collaborate better with their agents 3. Focus on the infrastructure that supports the digital business 4. Refine their thinking about what eBusiness means to the insurance ecosystem

Consumer technologies like mobile, games, and social are shaping new demands for customer-insurer engagement. Th ese expectations are resulting in declining customer loyalty, rising customer demands, and growing use of mobile and social applications.