Ideas and Insights Behind WOW

Most insurance leaders don’t wake up thinking about insurance inbound operations. They think about claims delays, customer complaints, payment...

Why Insurance Outsourcing Compliance Is the #1 Concern for Operations Leaders Let’s be honest. When insurance leaders think about outsourcing,...

For many insurance organizations, print and mail still lives quietly in the background. It’s often treated as a production function or a vendor...

Recently I’ve been pondering a question that’s on a lot of underwriting leaders’ minds right now:  If AI is getting so good, where do humans...

At 2:17 AM, after a car accident or a storm, a policyholder isn’t thinking about your technology stack.  They’re thinking: “Is someone going to help...

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,...