Impact & Expertise

Publications

Insurance Publications

  • 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
  • Perspective
  • May, 2016
  • Forks in the Road: Navigating Industry Disruption
  • Martin Reeves, Rachel Bergman, Antoine Gourévitch, Miguel Ortiz
  • As incumbents in the auto industry and in many others know, it's hard to respond to new rivals that have new business models and run your business at the same time. Here are five steps that can help companies become ambidextrous.
  • Read more on bcg.perspectives

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