Ideas and Insights Behind WOW

Over the past few weeks, we’ve seen significant winter storms hit both coasts, from heavy snow in the mountains out West to major weather events...

If last year was about stabilizing operations, this year is shaping up to be the year of intentional insurance call center efficiency. In...

As 2025 comes to a close, I find myself reflecting on a year defined not by any single milestone, but by steady progress, meaningful partnerships,...

The insurance industry continues to evolve at a rapid pace, shaped by rising customer expectations, accelerating automation, workforce pressures,...

AI is changing the FNOL experience, but the core of claims remains the same. Claims will always be about people before they are about...

One of the most frequent questions I get is about what exactly is claims outsourcing in insurance. Very simply, claims outsourcing in insurance...

While at the ITC conference this year, I had the experience of a lifetime. Stepping into the Wizard of Oz show at the Las Vegas Sphere was nothing...

During the NAMIC Annual Convention in San Diego, I had the chance to step away from sessions for a few hours and visit the San Diego Zoo. Watching...