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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.

Positive benefit on price once seen for bundling insurance is now diluted - satisfaction with price is high (i.e. is auto insurance alone now commoditized?) The interaction factor is the most important driver of satisfaction. This study finds the following emerging trends in customer service interaction in 2011: - More than 80 percent of customers who interact with their insurer through its website were able to complete their entire interaction online. - Customers who purchase their policy through a call center representative tend to use the insurer's website as a complementary channel for service needs and interact with their insurer nearly as often through the call center as through the website. - Customers who use emerging technologies (such as email, online chat or smartphone apps) as complementary channels to their purchase channel are significantly more satisfied than are those using only their purchase channel to meet their service needs. This increase in satisfaction is more pronounced among agent-serviced customers who use these emerging technologies.

Definition of consumer. Drivers of consumerism. Survey asks about wellness, information resources, tradition health services, alt health services, insurance, health policy. Most people believe money is being wasted (broken down as to why). People want more [online] information and tools. Consumerism Drivers: *Changes in health conditions and associated costs (chronic, lifestyle) *Changes in financial exposure to costs (insurance plans, employers pushing costs increases to end-users) *Increased dissatisfaction with the status quo from providers & insurers (access, understandability, safety, quality, efficiency, costs, service) *Increased adoption of disruptive innovation (technologies, retail health, alternative medicine, concierge models, et al) *Increased attention to health reform

Telecom and hospitality industries have raised expectations. Social media a more accepted touch point. Self-service up to 45% of interactions. Customer interaction management - know the customer (single voice/view of customer - SVOC) - customize the experience (perform analytics to customize) - deliver seamlessly Defining SVOC: profile, preferences, relationships, interaction history Customer analytics can help, and you can score your maturity: * In the basic stage, organizations focus on capturing and reporting on customer data. The reporting may be 30, 60, or 90 days old, but it is better than having no data at all. * In the emerging stage, organizations can take data and transform it into information, with context, relevance, and an enterprise-wide perspective. * In the established stage, organizations implement behavioral analytics-based models and start to receive tangible benefits from their analytic capabilities. * In the leading stage, organizations are able to analyze data quickly and provide real-time analytic insights on the customer. Benefits: cost, performance, customer satisfaction

we have full pdf. about more than CDHPs because the mode of engaging in the product type could be leverage in multiple aspects of healthcare

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