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Today’s business landscape is often in a state of flux. Whether these changes are cultural, economic, or technological, companies are challenged to keep their businesses relevant in the face of an evolving market. No matter how successful a company may be, they can be vulnerable to new trends or rapidly advancing technology. Fortunately, a number of business leaders are able to adapt in times of change. Some are not only able to adapt, but they are also...

Up to 85% of customer interactions are predicted to happen without human contact by 2020, according to a study by Gartner. Yet, customer relationships with little to no human contact seem rather far-fetched as conversation and interaction are often the core of any human relationship. However, we have ostensibly been heading in this direction for some time now. The trend towards self-service online customer support, such as FAQ tabs, review systems, and forum discussions has been...

Not one to be left behind by changing times, the insurance industry has been striving to revolutionize its practice. Deloitte’s study, Insurance Disrupted, points out that if traditional insurance providers are not able to keep up with rapidly changing technology and evolving sociocultural landscapes, they risk getting left behind by alternative providers eager to disrupt the industry. Insurers recognize that they don’t just need to step up their game; they need to change it. How are insurance...