J.D. Power: Auto insurers boost claims satisfaction with digital tools | Embrace customer emotions by sending them on a journey | Bertolini: Health care needs to act more like Amazon
November 14, 2019
J.D. Power Executive SmartBrief
News and insights to advise your customer strategy
Customer Service Highlight
J.D. Power: Auto insurers boost claims satisfaction with digital tools
Auto insurers are helping to streamline the claims process with digital tools, according to a study by J.D. Power. "The investments made by insurers in claim digitization and internal process improvements are resulting in shorter cycle times and an improved overall claim experience," says David Pieffer from J.D. Power.
PropertyCasualty360 (11/14) 
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Embrace customer emotions by sending them on a journey
Embrace customer emotions by sending them on a journey
(YouTube/Denise Lee Yohn)
Companies should research who their customers are and respond with interactive experiences that "include them on a journey," says Denise Lee Yohn in this blog post and video. "[H]umans are emotional beings and we make brand and product decisions based on how they make us feel and the identities they enable us to express and experience," she says.
SmartBrief/Leadership (11/12) 
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2019 Holiday Shoppers Insights
Join heads of retail from Netsuite, Deloitte, and the jewelry brand Pura Vida for an on-demand webinar. The experts discuss: what's in store for executing this year's holiday shopping season, what insights retailers should look forward to gleaning from holiday shoppers, how they can use those insights in 2020, and what trends retailers can look forward to next year. Watch now.
Digital Trends & Transformation
Bertolini: Health care needs to act more like Amazon
Former Aetna CEO Mark Bertolini, who oversaw the sale of Aetna to CVS Health, says Amazon and its health care offshoot Haven are not disruptors, but rather create a convenient, affordable and reliable customer experience for an unmet need. While Bertolini says he does not see Amazon's Haven as having a significant near-term impact, he does feel health care needs to start behaving more like Amazon and focusing on the consumer.
Healthcare Finance (11/12) 
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Opinion: AR is increasingly viable marketing tool
Consumer adoption of augmented reality tools is increasing rapidly, and marketers are following suit with engaging tests targeted toward "futurist, "realist" and "escapist" individuals, according to tech firm ARwall's Rene Amador. He predicts the technology will soon be viable for campaign objectives ranging from product launches to customer service and notes, "If you consider that it's flexible enough to fit nearly any need, you can see that it's just an immersive and interactive way to build experiences of any kind."
[A]listdaily (11/12) 
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Data & Analytics
Posadas COO explains "phygital" information gathering, focus
Mexico's largest hotel operator, Posadas, is focused on evolving technology in its current 180 properties as well as the ones it's bringing on board to La Coleccion Resorts and a forthcoming five-star boutique brand. Chief Operations Officer Enrique Calderon explains the "phygital" focus: continually measuring "customers' behaviors and preferences to quickly and accurately" provide the physical and digital experiences they want.
Skift (11/11) 
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Hospital CIO shares strategies for improving patient experience
Tim Pugsley, CIO of Titus Regional Medical Center in Mount Pleasant, Texas, discusses his efforts to better leverage the center's recently launched Epic EHR system and how he utilizes data and analytics to improve patient experience. "We review the feedback from our patients and establish tactics throughout our health system to change leading indicators that affect lagging indicators," he says.
Becker's Health IT & CIO Report (11/8) 
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Featured Content
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Innovation & Disruption
Q&A: Dominion Energy working toward 100% carbon-free grid
Q&A: Dominion Energy working toward 100% carbon-free grid
(Scott Olson/Getty Images)
Dominion Energy is invested in moving to a 100% carbon-free grid and plans to have 3,000 megawatts of installed wind and solar capacity in Virginia by 2022, says executive Joe Woomer. The utility is also accomplishing this by taking a geographical approach to modernizing its grid, embracing battery storage and projects like the 12-megawatt Coastal Virginia Offshore Wind pilot, he says.
Energy News Network (11/8) 
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Opinion: Minn. should take the lead in fintech
US Rep. Tom Emmer, R-Minn., writes that Minnesota should promote the development of the growing fintech industry. "Minnesota is poised to be a capital of fintech innovation," he writes, adding that state residents "have an opportunity to embrace this change and foster these new innovations."
MinnPost (11/11) 
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AppleCard draws attention of N.Y. regulators
AppleCard draws attention of N.Y. regulators
(Noah Berger/AFP/Getty Images)
New York regulators are looking into Goldman Sachs over charges of sexism stemming from an algorithm used to calculate credit limits for the AppleCard issued by the bank. "For innovation to deliver lasting and sustained value, the consumers who use new products or services must be able to trust they are being treated fairly," says Linda Lacewell from the New York State Department of Financial Services.
Ars Technica (11/11),  TIME online (11/11) 
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J.D. Power News
Study: Small-business owners' use of mobile gives boost to banking satisfaction
As more small-business banking customers use apps for banking, their satisfaction with their bank increases, finds a J.D. Power study. Forbes contributor Gene Marks also notes the study shows that "small business customers who use their banking mobile apps are 67% more likely to stay with their bank for future transactions."
Forbes (11/10) 
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Watch people do their most common actions; these are indeed the things that will tell you the real character of a great person.
Swami Vivekananda,
Hindu monk, teacher of philosophy
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