Fixing The Insurance Industry’s Multi-Billion Dollar Churn Problem
In addition to directing the editorial strategy of both publications, Kathy is charged with extending the brands through the creation and development of new products, editorial supplements, special publications and live and online events (including I&T's Executive Summit, BS&T's Executive Summit, and live custom events and roundtables on behalf of leading technology companies). She also oversees the brands' daily e-mail newsletters, as well as the Web sites and related online offerings for BS&T and I&T (www.banktech.com, www.insurancetech.com).
Kathy is a frequent speaker/participant at industry/association/sponsored conferences and events, and also has presented at a number of technology company user group and sales force events, including those produced by IBM, SAS, Microsoft, CSC, Sun Microsystems, Unisys and Oracle, as well as numerous Webcasts sponsored by industry leaders including IBM, Oracle, SAP, SAS, Microsoft and CSC.
During Kathy's publishing and media career, in addition to financial services technology she also has covered the real estate and retailing industries. She is a graduate of Carleton College.
Ellen most recently served the technology sales enablement role, writing research and providing advisory on how technology vendors sell and market their solution value to industry buyers, with a particular focus on the insurance, banking, and securities industries.
Ellen brings nearly 20 years of experience in delivering technical and professional services to clients in a variety of industries and markets. She joined Forrester from ThruPoint, a New York-based professional services firm, where she was a principal consultant focusing on IT service business strategy to Global 100 clients in securities, banking, and insurance; telecommunications; and media and entertainment. Before joining ThruPoint, Ellen was a director and principal analyst for Gartner, following the infrastructure services market, including consulting, support, and managed services. Prior to her Gartner experience, Ellen spent seven years in a variety of sales enablement and support roles at the former Cabletron Systems, including strategic bid and proposal management; inclusion on approved vendor lists for corporate and global accounts; and master sales and GSA contract management.
Ellen has presented on vertical industry and role-based marketing in a variety of Forrester and client events. She has been cited in a number of publications, including Forbes, Fast Company, The Wall Street Journal, Best's Review, Insurance & Technology, and American Banker.
Ellen received a B.S. in economics from Southern New Hampshire University.
A harsh reality for insurance executives is that your most likely defector in the coming year happens to be the one you most want to keep: those long-time—and profitable—customers. But in today’s digital financial services environment, shaped by consumerization, personalization and expectations of real-time interactions, policyholders will bolt if they don’t feel that their insurers value their business.
That customer value is defined and promoted in all the different ways that insurers and agents engage and communicate with their customers. That happens across an expanding mix of channels, with mobile and social media interactions becoming increasingly important. Failure to take advantage of these multi-channel opportunities with a consistent, compliant and customized approach to communications, is a key contributor to the dreaded churn problem.
In this free, one-hour webinar, Insurance & Technology, Thunderhead.com and a guest speaker from Forrester Research, Inc. will look at how simple changes in communication and engagement strategies can drive long-term impact on insurers’ retention strategies.
Discussion points will include:
• Redefining a quality customer experience in insurance.
• Infrastructure’s role in customer communications.
• Balancing efficiency/cost-cutting needs with customer service imperatives.
• Making multi-channel work.