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PB Software Digital Insights

Smooth Operator: How Location Intelligence Helped a Local Government Reduce Phone Inquiries by 70%

by Lorena Hathaway | December 5, 2014 | No Comments

World Map Business Background

Consumers are using location intelligence every day, even if they aren’t aware of it. From the watch around their wrist that automatically tracks the morning walking route to work, to the phone in their hand that can find the pharmacy that’s closest to their doctor’s office – the benefits of geospatial data are everywhere. Businesses […]


Beyond Surveys: How Analytics Will Lead Next-Gen Customer Satisfaction

by Brian Romansky | December 3, 2014 | 1 Comment

Analytics will soon become a better way to judge customer satisfaction.

Success in business today means continually striving to increase customer satisfaction. This trend may have started with consumer-facing products, but it now applies equally for business-oriented products and services. The result has been dramatic improvements in how companies relate to their customers before, during and after a transaction. Now, a new wave of customer-centric growth […]


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 […]