Maximizing the Value of Core Systems With Customer Portals
Insurance & Technology
Nathan Golia joined Insurance & Technology publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk management. He is a frequent speaker and moderator at live and online events held by both I&T and third parties. A veteran of the trade press, Nathan worked as a database marketing reporter and copy editor for Direct Marketing News, as well as an assistant editor for The Toy Book, before coming to I&T. He is a graduate of Buffalo State College and a proud Western New York native.
Practice Director for Insurance
The Nolan Company
Steve Callahan is practice director for insurance with the Robert E. Nolan Company, a management consulting firm specializing in the insurance industry.
Steve has over 25 years of experience in the insurance and financial services industry. In addition to his strategic consulting roles, he served in senior IT and operations management roles at American Express, GE Capital, and Matrix Direct. Steve’s direct expertise includes leadership roles over customer service and new business, information systems and data centers, and shared services with direct responsibility for major initiatives involving organization and process redesign, corporate restructuring, enterprise change management, business capability assessment, and strategic planning and alignment.
Steve is a frequent contributor to industry journals including Insurance & Technology, Insurance Networking News, TechDecisions, and the Nolan Newsletter on topics including industry futures and trends, leadership, service center differentiation, big data and analytics, social media applications, service center optimization, and systems selection and implementation.
Steve has a BS in Accounting and Management Science, an MBA in Information Systems, and an MS in Financial Services.
Senior Vice President
The Nolan Company
Chad Hersh is Senior Vice President in Nolan’s insurance practice. Chad specializes in insurance technology with a focus on core systems transformation and emerging technologies. He is a frequent speaker at industry conferences including events by IASA, ACORD, PCI, LOMA, and LIMRA, as well as the CIO Insurance Summit. He has written articles for many industry publications and has been quoted by both trade and national/international publications ranging from Best's Review to ABC News.
Prior to Nolan, Chad was a Managing Director at insurance technology industry analyst firm Novarica where he was the primary researcher and author of market-leading reports on insurance core systems. Chad is a widely-recognized expert on the topic and has led many vendor selection projects for US and international insurers. Chad was previously with analyst firm Celent, and served as the e-business director at AIG Domestic Life / American General. He holds a BA in Economics and an MS in Accounting with a MIS concentration from Rice University, where he has also taught consulting and e-business.
VP Product Marketing & Innovation
Allen Bonde is the VP of Product Marketing & Innovation at Actuate, an advisor to several start-ups, and a former digital media and Internet CMO. An early proponent of self-service apps and data-driven marketing, he has helped global leaders with their big data and customer experience strategies, and shares his perspectives as a contributor to Forbes.com, DM News, and Small Data Group – his top-rated blog. Prior to joining Actuate he was Partner and Principal Analyst at Digital Clarity Group, a co-founder of social marketing pioneer Offerpop, and CMO and head of strategy at CRM consultancy eVergance (now KANA). He started his career as a researcher and data scientist in the telecom sector, and was part of teams at McKinsey and Yankee Group that did early work in online advertising and e-commerce.
With the demand for digital interaction increasing daily, insurers know they have to deliver relevant policy information to their customers and agents on-demand through many preferred channels, including the call center, web, mobile devices, and soon wearable devices. The customers expect seamless access to information across the P/C, life, and health insurance spectrum. For carriers, this creates a competitively defining moment of truth as systems falter due to limited functionality and cost prohibitive enhancements are required. Current limitations result in inconsistent, potentially inaccurate, and frustrating, agent and customer experiences. Leaders have delivered individualized user experiences on the front end with access to relevant information by deploying a responsive, affordable back end.
Join this webcast to:
- Hear as The Nolan Company’s Chad Hersh describes how to leverage customer portals to provide a common customer experience across systems and reduce the pain of core systems transformation projects
- Find out from The Nolan Company's Steve Callahan how the volume, velocity, varieity, and veracity of information has proliferated, bringing increased customer and agent demands as well as risks
- Learn more about how companies are handling the converging demands of core systems upgrades, customer and agent information requirements, and the meaningful collection, distillation, and presentation of key information