Webinar (ft. Forrester): Drive Business Performance by Improving Your Claims Communications

Just because you’re a regional insurer doesn’t mean that your customers have lower expectations of you when it comes to the claim experience. They expect the same kind of support and transparency from you that from your larger, well-resourced competitors deliver.

To achieve a great experience, claims professionals need to understand their customers better, how they navigate the claims journey, and the communications that will cost-effectively drive great claims experiences.

In this webinar, Forrester Research and Quadient will discuss:

  • Why insurers need to introduce the light of day into claims processes
  • The state of claim communication
  • How cloud communications can extend the customer relationship by making the claim process more transparent

Join our guest Ellen Carney, principal analyst serving ebusiness & channel strategy professionals at Forrester and Andi Dominguez, Product Marketing at Quadient, for a live webinar discussing the business impact of a great claims experience.

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Reimagining Digital Experience: Using the Cloud to Enhance Customer Communications

Customer communication management (CCM) solutions provide a powerful example of how use of advanced technology that incorporates cloud delivers capabilities that are needed today and also provides businesses that are looking to manage omnichannel requirements spanning electronic systems and high print volumes with the capacity to achieve – in the language of digital transformation – “enterprise-wide automation spanning multiple functions and modernizing of current processes & supporting infrastructure to achieve previously unattainable or unimaginable outcomes.

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Novarica Market Navigator: Document ECM/CCM Systems

This report is designed to provide an overview of the current solution provider marketplace for document management/enterprise content management (ECM) systems and document creation/customer communication management (CCM) solutions. It is also designed to assist both property/casualty and life/health/annuity insurers in drawing up their shortlists of potential providers based on vendor market position and offering details.

These reports do not render judgment, since the fit between a potential provider and an insurer will be determined by the specific situation and needs of that insurer. Novarica provides these types of advisory consultations to more than 100 insurer clients through its retained advisory services.

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Insurance and Customer Communications Management (CCM) – Give Consumers What They Want

For a long time, insurance companies were in the driver’s seat when it came to customer communications. Not anymore. A combination of rapidly expanding digital technology and changing demographics has transformed the interactive landscape and the customer engagement model.

Digital consumers are changing the rules of the game. The customer is now in control more than ever before, with numerous purchasing options, vast online research tools and multiple touch points. For many transactions, consumers increasingly prefer digital channels, which make content universally accessible by mixing media (graphics, text and video), tailoring messages (providing discounts, location or demographic information) and adding social connectivity (allowing communities or friends to build around themes and needs).

This paper will explore the significant shift in consumer communication expectations, the traditional hurdles that insurers face and how these can be overcome with a broad CCM vision based on practical, achievable business goals. The fact is that insurers have not kept pace with rapidly emerging customer needs. It is critical to be relevant and speak to the customer in their voice. If you can’t communicate with customers in the way they want, someone else will.

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Manage claims correspondence in the cloud

Quadient® Correspondence is a subscription-based SaaS solution that enables insurers to create, approve and deliver regulatory compliant, accurate and personalized claims correspondence to customers across print and digital channels, with no reliance upon IT.

Quadient Correspondence was designed and priced for insurers who want to further their transformation to digital, but don’t have the resources to invest in an end-to-end customer communications management (CCM) solution.

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Quadient® Inspire and Guidewire InsuranceSuite™

Many organizations have separate tools, teams and third parties dedicated to designing and creating content for mobile, web, and print communications. This results in duplication of efforts, inconsistency and compliance risk. Inspire enables you to create timely, contextual, personalized and accurate communications for all channels from one intuitive interface. This eliminates the need for multiple siloed teams, reduces risk and ensures a seamless customer experience.

Our technology is fully integrated with Guidewire InsuranceSuite™. It also integrates with your existing legacy IT systems and offers flexible implementation options including on premise, hybrid and cloud applications. Inspire makes it easy to leverage existing templates, archived content, and data from your core systems to create highly personalized, timely and accurate communications across all channels.

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2018 Contact Center Trends: Breaking Through The Barrier

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

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2018 Contact Center Trends: Breaking Through The Barrier

By now, nearly all companies have realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. According to Forrester’s 2017 Customer Experience Index (CX IndexTM), however, CX quality plateaued or declined for most industries and companies.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s our take on what we think will be the biggest trends in 2018.

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Architecture spotlight: Three considerations when choosing cloud for your contact center

A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs.

Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact center research, Ventana Research and Jack Nichols, director of PureCloud product management, Genesys.

Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact center architecture. You’ll learn:

  • Pros and cons of private and public cloud contact center models
  • Best practices for a blended infrastructure
  • Differences between single and multitenant cloud architectures
  • How to determine if a vendor’s cloud solution meets your specific needs
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Executive Brief: Mitigate Avaya risk and future-proof your customer experience

Overcome the obstacles of your legacy Avaya contact center

Your customers expect seamless, personalized interactions across digital and voice channels. Yet, delivering this level of customer experience is a struggle with a legacy Avaya contact center that was never intended to support this level of engagement. This challenge has been made even more complex with the financial uncertainty of Avaya.

Establish a solid foundation to support your success by moving to an omnichannel environment. With an open, stable and proven customer experience platform, you can manage your short-term risks while meeting the needs of your customers today and tomorrow.

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Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now

Data Center Evolution: Getting In Front Of the Change

BY THE END OF 2018, 50 PERCENT OF NORTH AMERICAN SERVER RACKS WILL BE OFF-SITE.

Data centers have come a long way since they first began appearing as a fixture of corporate computing. According to Datacenter Dynamics, the total number of data centers around the world was set to peak at 8.6 million in 2017, and then begin a slow decline. But what is driving the decline?

In the era of widespread cloud adoption and cloud-enabled managed hosting, more and more enterprises are realizing that managing issues like IT sprawl and underutilized servers is a headache they can live without. The economics of running large data centers has fundamentally changed, leading to a change in long-term IT strategy.

In our Data Center Evolution: Getting in Front of the Change video, join speaker Jim Hawkins, VP, Global DC Operations & Engineering at Rackspace as he:

  • Discusses the evolution of the data center and its current trajectory
  • Experiences a virtual tour of Rackspace’s data centers and operations

ABOUT THE PRESENTER:

Jim Hawkins, VP, Global DC Operations & Engineering, Rackspace

Jim has been with Rackspace for over 8 years. He is responsible for leading our data center, network, change management, monitoring, and implementation teams globally across Rackspace. His specialty includes weaving Lean Six Sigma and operational discipline into the design and daily operation of Rackspace’s critical infrastructure and teams.

View Now