Impact & Expertise

Publications

Insurance Publications

  • Article
  • June, 2016
  • Bridging the Trust Gap: The Hidden Landmine in Big Data
  • John Rose, Frederik Lang, Alexander Lawrence
  • “Data misuse” represents a previously hidden obstacle to successfully unleashing the trillion-dollar opportunity of big data. Consumers’ reaction to data misuse can lead them to reduce their spending by about a third.
  • Read more on bcg.perspectives
  • Focus
  • May, 2016
  • Digital Technologies Raise the Stakes in Customer Service
  • Dag Fredrik Bjørnland, François Boulard, Nicolas Harlé, Yair Lehrer, Franck Luisada
  • Today's customer service pathways are particularly challenging: they involve many channels, platforms, devices, and points of interaction—which customers use in complex ways. To get customer service right, companies must manage all aspects of the increasingly digital customer relationship.
  • Read more on bcg.perspectives
  • Article
  • May, 2016
  • Listening to What Chinese Consumers Say About Insurers
  • David He, Michelle Hu, Youchi Kuo, Tjun Tang, Melinda Zhang
  • With the Chinese market opening up and the power shifting to buyers, BCG asked 3,200 life and auto insurance customers which providers they recommend and why. Their answers, which provide a map that insurers can use to gain an advantage, suggest that trust and simplicity matter most.
  • Read more on bcg.perspectives

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