Insurance customers have changed from behaving like dogs to cats, and are now turning into meerkats as a result of social networking and other technologies.
IBM Insurance Solutions executive Nick Lincoln kicked off proceedings by telling the audience he believed there is a fundamental case for self-service.
By moving to a self-service model, insurers must prepare themselves for "awakening the beast".
Over the last year or so, while the focus has been on the credit crunch, a quiet revolution has been taking place in the way the insurance industry delivers its service. Modern service delivery is increasingly reliant on (and influenced by) the…
SPSS software used to analyse individual attitudes and behaviour.