Titled “An ‘Outside-In’ Approach to the Customer Conversation,” Chad focuses on viewing the insurance customer as a treasure hunter looking for goods and services rather than focusing on the treasure itself.
Centric Consulting’s Chad Caldwell drafted a column for the March/April issue of ITA Pro. The magazine is free to members of the Insurance Technology Association and can be read via paper and/or tablet versions.
Below is an excerpt from the column:
Revealing the Iceberg Beneath
The challenge tradition carriers face goes well beyond a desire to focus on the customer experience. That is only the tip of the iceberg.
One glimpse below the surface reveals the massive internal complexity that forces many carriers to neglect or avoid the user experience. Ignore this complexity and you are left with a veneer that is disconnected from your products and services. Focus on it and you risk pushing that complexity, with all its weaknesses and failings, to your customer.
If done correctly, an “outside-in” approach that leverages an innovative customer journey can be your guide as you seek to unlock the key capabilities within your organization. It can also help you avoid the risk of reverting to an internal view of your customer.
What’s needed to support the ideal customer journey? The list includes key business services and functions, digital technology services, and ultimately, foundational platforms and core systems.
About the Author
Chad Calwell leads the insurance practice for Centric Consulting at a national level. He has spent over 20 years implementing complex information systems in the financial services industry, with an emphasis on helping insurance carriers improve growth, retention, and profitability through technology and process solutions. He is heavily involved in insurtech activities, helping carriers and brokers respond to the disruption in the marketplace.
Chad’s expertise includes business model innovation and optimization as well as strategy execution. His technical experience is broad and includes enterprise architecture strategy, IT operating model development, and application portfolio modernization and rationalization.
Chad is also an active member of the Entrepreneurs Organization (EO), an international organization focused on helping business leaders achieve personal and professional success. He sits on the advisory board for Bold Penguin, a commercial insurance start up. Chad also served on the board of directors for Future Possibilities, a nonprofit organization that delivers life skills and coaching programs to children, from 2008-2015.