Is Your Brand Digitally Assured?

Imagine your car breaks down on the highway, and you call your insurer for help. A friendly and courteous agent (not an automated interactive voice response system) takes down the details, has your car towed to your preferred garage, and dispatches a cab to take you to your destination. How nice would that be? How […]

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Why Haven’t Health Plan Members Adopted Digital Tools? Hint: It’s Probably the Tools

The most popular aspect of our health plan Voice of the Member studies has been the “top digital features” list, in which respondents rank the importance of health plans’ web and mobile features. That list didn’t change much from our 2016 study to our 2018 results, with “looking up benefits/confirming coverage” ranking first and “finding […]

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How Forward-Thinking Companies Are Addressing the Digital Talent Gap

While every business’s digital journey is unique, one aspect will be consistent across the board: Employee talent investment. As digital technologies such as artificial intelligence, blockchain and machine learning remap the required skills, competencies, roles and learning journeys –amid a very real digital talent gap – organizations need to renovate ancient analog work structures and talent […]

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Combating the Double-Edged Sword of Hyperconnectivity within the Manufacturing Enterprise

Wham! A cyberattack slams enterprise IT, reverberating at lightning speed to the company’s servers. The network crashes; email is down. Months-long delays ensue before email and other system layers are restored at all locations. What would earlier have impacted only IT systems can now also halt production and slow order fulfillment in our age of […]

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Using Human Intelligence to Avoid AI Structural Failures

Consider these real-life examples: Facebook’s M virtual assistant was designed to offer helpful replies and emoticons to liven up messages. However, in a discussion on women’s health issues, it inappropriately suggested a vomit emoji, and it chimed into a discussion about a horror movie scene (don’t ask) by suggesting that the friends who were messaging […]

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Playful Brands Are Redefining ‘Customer Trust’ in the Digital Age

Banks called Atom, N26, Bunq and Monzo. Insurers named Lemonade and Oscar.  In their efforts to distinguish themselves from longtime industry stalwarts, new entrants into the fields of banking and insurance are choosing playful, whimsical names that make no reference to the space they’re trying to disrupt. Previous nomenclature in these business spaces has revolved […]

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Digital Recruiting: An Innovative Way to Welcome Women and Diversity Candidates Into Your Workplace

Grace Hopper is celebrated as a pioneering computer programmer in the 1940s who helped develop a compiler that was the precursor to the widely used Cobol computer language. It’s hard to fathom today just how radical that was: being a woman in a nearly all-male field. It’s no wonder she was also known for her […]

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Avoiding an Incomplete Digital Transformation

A few weeks ago, I hosted an event in New York City in which clients were asked to discuss their digital journeys so far. Some shared their wins: A retail client proudly described how, in its efforts to implement an omnichannel experience, it changed every process of a business lifecycle across an entire division. Another […]

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