The Digital Customer Experience

The Digital Customer Experience

How Insurers Can Drive Growth in 2014

Available On Demand
Duration 60min
Katherine Burger
Editorial Director
Insurance & Technology, Bank Systems & Technology, UBM Tech
Katherine Burger
Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, brands of the InformationWeek Financial Services unit of UBM TechWeb's InformationWeek Business Technology Network. She assumed leadership of Insurance & Technology in 1991 and of Bank Systems & Technology in 2003. 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 (,

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.
Mike Fitzgerald
Senior Analyst
Mike Fitzgerald
Mike Fitzgerald is a Senior Analyst in Celent's insurance practice and is based in Cary, North Carolina. He has specific expertise in property/casualty automation, operations management and insurance product development.

Mr. Fitzgerald’s research focuses on billing, business process and operations, social media use in insurance, and distribution management.

Mr. Fitzgerald brings extensive industry experience to the analyst role. Prior to joining Celent, he was Vice President of Enterprise Underwriting Solutions at Zurich North America, where he led the evaluation of technology alternatives to support a new underwriting product development process. He held a number of positions at Royal & Sun Alliance, including a field operations regional executive role. His technology implementation experience includes the installation and maintenance of billing, automobile policy administration, and workers compensation automation. In the 1990s, Mr. Fitzgerald led an initiative which delivered one of the first global online technical underwriting and claims learning platforms in the industry.

Mr. Fitzgerald has a B.A. in economics from Davidson College, Charlotte, North Carolina and an MBA from the Fuqua School of Business at Duke University, Durham, North Carolina. He is a Chartered Property Casualty Underwriter (CPCU) and a certified Project Management Professional (PMP).
Usha Lakshmanan
Vice President
HCL Insurance Practice
Usha Lakshmanan
Usha Lakshmanan has over 23 years of experience in the field of Insurance Consulting, technology and Operations.

A qualified accountant and an MBA from the UK with a specialization in Marketing, Strategy and Innovation, Usha started her career in the Insurance domain predominantly handling insurance operations before moving to the IT industry where she has worked/been associated with more than 100 carriers across the world.

In her current role as the Global Lead of the Insurance Practice she is responsible for creating positioning strategies for the Vertical, formulating the business strategy or choices that determine where the Practice competes - choices associated with market segmentation, products, niches, customers, and geography that in turn determine the reach and range of the Practice. She currently leads multiple IT transformation initiatives centred around the themes of digitization, analytics, digital identity and delivering sustainable cost management for carriers.

Her personal interests include reading (Management) strategy and researching disruptive and emerging technologies.

Seeking improvements in customer insight, performance and efficiency, insurers have been striving for years to digitize various aspects of their operations.

Now, with the disruptive forces of mobility, big data and analytics, social media, digitization of the insurance business is becoming pervasive and has the potential to help insurers boost revenues, control operational costs and enable improved cross-selling and retention.

Register for this webinar to discover:

  • How to provide consistent, personalized and uniform experience
  • Improved share of wallet and retention
  • Enhanced Brand recognition and trust
  • Improved market reach

Join experts from Celent, Insurance & Technology, and HCL, to learn how you can create an end-to-end digital program that can propel growth and improve market leadership.

Register for this webinar now.

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