Collaboration: A Critical Factor in Customer Experience Strategies

Collaboration: A Critical Factor in Customer Experience Strategies


Available On Demand
Duration 60min
Katherine Burger
Editorial Director
Insurance & Technology, Bank Systems & Technology, UBM TechWeb
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.
Jennifer L. Wilson
Solutions Marketing Manager
Interactive Intelligence
Jennifer L. Wilson
Jennifer is the solutions marketing manager for the Interactive Intelligence content management and insurance solutions. This concentration started with the acquisition of AcroSoft Corporation, a leading provider of insurance focused document management and workflow automation products, in May of 2009.

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 Breading
Strategy Meets Action
Mark Breading
Mark is a Partner at Strategy Meets Action, a strategic advisory firm offering a unique blend of advisory, research, and project-based consulting services to both insurance companies and solution providers. Mark is well known for his perspectives on innovative uses of technology in insurance and the future of the insurance industry. Mark leads the research program at SMA, and has exceptional knowledge and experience in all aspects of advanced technologies and solutions that provide value across the insurance enterprise – including data and analytics, customer communications, enterprise content management, and mobile technologies.

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.

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