Pitney Bowes

PB Software Digital Insights

Multichannel Customer Service is Just the Beginning – Why Insurers Need to Think Omnichannel

by Bill Sinn | November 20, 2014 | No Comments

Omnichannel communications need to replace multichannel strategies - here's why.

Last year, Forrester released a comprehensive study of how customer service is evolving. The firm found that, despite the wave of technical innovation, a phone call is still the number one way customers choose to get in touch. However, many people are also starting to use digital self-service options. The research showed a 12 percent […]


The Next Frontier for Insurance Customer Engagement: Interactive Videos

by Bill Sinn | November 14, 2014 | No Comments

Interactive video can help educate and engage insurance customers.

We all know that video has become a go-to resource for consumers, both for entertainment and education. Expressing complex information in a visual way helps people understand products and learn about brands, too. That can be particularly useful when you’re in a complex industry like insurance, where billing statements, policy coverages and endorsements can’t easily […]


Why Insurance Companies Need to Rethink Online Self-Service

by Neal Keene | November 7, 2014 | No Comments

Self-service platforms have a long way to go when it comes to engaging customers.

The digital transformation in insurance has allowed consumers to access their policies from a variety of different channels. Policyholders used to have to call or visit an insurance agent in person to get information or make updates to their plans, but now it’s just a matter of pointing and clicking. However, while digital self-service platforms […]


Eight Ways to Establish Data Quality as an Ethos

by Andy Reid | November 6, 2014 | No Comments

data quality seal

I was delighted to attend this year’s Chief Data Officer (CDO) European Leadership Forum in London. As part of the many discussions that were taking place, I was invited to co-chair a session that explored how you might go about ensuring Data Quality becomes an ethos within an organisation, as opposed to a project that […]


The Location Imperative: Get More Out of Business Data with Knowledge of “Where”

by Lorena Hathaway | November 4, 2014 | No Comments

Location Map Compass

What are you more likely to find, a boating supply store in northern Montana or an RV dealership in Manhattan? The chances of each are equally remote, since the target customers of each of those businesses do not generally live in those specific locations. Never mind the fact there isn’t room for RVs in Manhattan. […]


Does Legacy System Modernization Get a Bad Rap?

by Neal Keene | October 31, 2014 | No Comments

Legacy systems need to get modernized - so why does modernization get such a bad rap?

At a time when legacy system modernization is becoming a top priority amongst insurance carriers, a growing concern of project failure is forcing many CIOs to question the value and validity of these initiatives. In a recent Gartner survey, only 42 percent of projects meet the original budget and a whopping 82 percent take longer […]