Your Partner Ecosystem Exists. But Can the Market See It?

Is Customer Data Creating Customer Value?

Since 2001 (that’s 25 years ago), when Gartner analyst Doug Laney helped...

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

Over the past few months, we’ve been exploring the space between what...

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...

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
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