The Customer Took the Next Step. Was the Experience Ready for Them?

What's Still Living After ITC Vegas 2026?

Hint: It's Not the Booth

The expo hall is gone. The banners have been rolled...

A Little Less Conversation, a Little More Action, Please

How better policyholder communication keeps customer journeys—and operational...

The Workflow Belongs to the Organization. The Journey Belongs to the Customer.

Hands up if you’ve seen a workflow map. I saw my first one when I attended my...

The Space Between Smart AI Decisions and Action

There's no question that AI is transforming insurance (and pretty much every...

Policyholders, Your Tech Stack, and Where the Experience Collides

The customer experience is created at the point where a human collides with the...

The Missing Layer in “Orchestration”: Getting Humans to Take Action

Humans don’t experience “technology”. Or workflows. Or automation. Or the data...

Overheard at Formation '26: The Intelligent Core Is Live. Now What Does the Policyholder Experience?

Formation '26 is Go. Duck Creek arrived in Orlando with real momentum: a...

What High Point Taught Me About the Future of Retail

Traffic is no longer the goal. Profitable conversion is. Here's what the...

Nashville Taught Us Something About Insurance (that wasn't on the agenda)

Nashville has a way of making things feel more alive. The music, the energy,...

Driving Retail Loyalty with Strategic Gifting: Why a Big Thank You! Goes Far

Retail is noisy. Promotions blur together. Discounts get ignored. And...

Transforming Insurance Engagement: How SPLICE + Majesco Empower Carriers to Communicate, Coordinate & Compete

What are the benefits of automating communication with insurance policyholders?
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