Collaboration: A Critical Factor in Customer Experience Strategies
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.
Prior to AcroSoft’s acquisition, Jennifer had the opportunity to serve in a variety of roles in her 7 year stint with the company. Her broad insurance software experience includes quality assurance, client support, client implementations, and product training.
Most recently, Jennifer has worked closely to help direct Interactive Intelligence’s product positioning for the insurance industry, ensuring that the solution suite satisfies the business needs and requirements of carriers and affiliated service providers.
Jennifer holds a BA from the University of South Carolina, and currently works in the Columbia, SC Interactive Intelligence office.
Mark has held both technical and business roles in sales, consulting, marketing and business strategy, and has advised insurers around the world for almost 30 years. His roles have included IBM’s Global Insurance Strategist, Global Insurance Marketing Leader and Director of Global Insurance Executive Conferences.
Mark is often quoted in major insurance publications and speaks frequently at leading industry conferences. He holds a BSBA in Accounting from Bucknell University and is a graduate of IBM's Systems Research Institute with a major in Software Systems. He also holds an MBA in International Business from Liberty University.
There’s a lot of buzz in the insurance industry around the concept of customer experience. But insurers working to enhance experience for policyholders and distributors often overlook the role that collaboration plays in this kind of initiative. Collaboration isn’t just about productivity – it is key to the kind of innovation around channels, communications and processes that shape the customer experience. However, collaboration continues to be an elusive goal for many insurance companies since it encompasses a range of technologies and practices.
- Defining collaboration and creating a culture of collaboration and innovation.
- Understanding the multiple dimensions of collaboration: content, process, communications.
- Identifying the critical technologies that enable collaboration.
- Leveraging existing investments in contact centers and other communications systems to improve collaboration.
At this one-hour webcast hosted by Insurance & Technology and Interactive Intelligence, SMA partner Mark Breading will reveal five action steps that can help insurers build a strong collaboration platform and reap the business benefits of collaboration. Learn about the connection between collaboration and customer experience and how to integrate the critical technologies into your business operations.