Whether we talk about improving customer experience, applying chat bots, preventing fraud, realising IoT applications like predictive maintenance, implementing credit scoring or claims management, or just automating internal processes, analytics and eventually AI will have a profound impact on these large and small decisions. Across all industries the discipline of
In what Forrester describes as “the age of the customer,” customer experience has become the decisive differentiator between brands. Consumers want fast, easy access to information and personalised experiences unique to them. Knowing your customers’ preferences, habits and behaviours needs to be a top priority for every company. However, a
Every day, billions* are spent on equipment and services to run operations, maintain asset life cycle and develop new business. Procurement is big business, and that makes it an attractive target for criminals. PwC estimates that almost 30% of organisations have been hit by procurement fraud in the last year.
IFRS 17 will mean major changes for insurers. My previous blog post discussed questions that would need to be considered about accounting and financial impact, as well as how to manage stakeholders. This post considers implementation, and particularly questions about IT. IFRS 17 is not due to come into force
In religious mythology the existence of humankind is linked to the world of gods and spirits, narratives explaining unknowns about the world. Myths claim that the truths they communicate are valid, but in reality, they are a widely held but false belief. Soon we will see narratives like the super-intelligence Skynet in
This is the third blog post in a series on IFRS 17 implementation and what insurers need to consider. This one discusses questions about architecture and the importance of a systems approach to provide end-to-end coverage. Getting the architecture right for IFRS 17 implementation will need strong collaboration between different
In the new era of online visual communication, when you have to be fast and clear, emojis are getting a strong relevance as the main language that allows us to communicate with anyone globally. Customers know it and brands too. Collecting and analyzing data on emojis give companies useful insights
There is general agreement that artificial intelligence (AI) will change our lives. What is less clear is exactly how and when that change will happen, and how it will look. Some of the speculation has been fairly wild. In life sciences and health care, however, the mists are now starting
This is the first article in a three-part series on how to reduce uncertainty in the supply chain for lower costs. This article deals with reducing uncertainty downstream – i.e., in relations with customers (and their customers). There are several ways to define uncertainty. I like two angles, which are
One game down, one more to go. Yesterday’s analysis on Belgium and France predicted a balanced game, which in reality proved to be the case as well. Congratulations to France for reaching the final! Today we look at the other semi-final between England and Croatia. Again, we worked with our
