Joining the Revolution in Insurance Customer Interaction

Joining the Revolution in Insurance Customer Interaction


Available On Demand
Duration 60min
Nate Golia
Associate Editor
Insurance & Technology, UBM TechWeb
Nate Golia
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).
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.

Insurance companies are being disrupted from all angles, and savvy companies are laying the foundation for a new way of doing business now in order to be better positioned for the future. Technology investments are being made with a focus on developing products and services that can be delivered and maintained in a digital environment. Winning carriers will be those that can navigate the new world of customer acquisition and retention with agility.

In this webcast, moderated by Insurance & Technology senior editor Nathan Golia and featuring Mike Fitzgerald of Celent and Jennifer Wilson of Interactive Intelligence, you will get the latest information on:

  • Consumer preferences in interacting with insurers and other financial services companies, and how that compares and contrasts with other industries
  • Customer experience, and how insurance companies can leverage both internal and external data to create a 720-degree view of the customer
  • Distribution patterns: Which products and services are being sold direct by insurance companies, and how can insurers find the right product for the right customer segment?
Already a member? Login