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

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...

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...

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

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

Overheard at ITC Vegas 2025

Overheard at Formation '25

The What, Why, When and How of Communication Bundling

If you’re from anywhere north, bundling means one thing: layering. It is...

The Hidden Challenges of an SMS Program

In today's digital age, incorporating text messaging into your communication...

Elevating the Retail Customer Experience: Techniques for Success

Customer experience defines retail success. Shoppers remember how your brand...

Unveiling the Power of Personalized Conversations in Insurance

In today’s rapidly changing insurance industry, policyholders expect more than...
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