Customer Experience

What Facebook’s Libra Association Can Learn from Existing Blockchain Consortia

It’s been an interesting summer for blockchain. We’ve seen Facebook’s Libra white paper launch, David Marcus testify in front of Congress on Libra’s behalf, Congress ask some interesting questions about the technology and regulators scrutinize Facebook’s use of it. Regardless of the responses by different parties, Facebook’s blockchain entrance via Libra, and the subsequent media and congressional reaction, created a buzz that…

Want Property Insurance to Really Change? The Straight Indemnity Policy Needs to Go

The Insurance Elephant has a day job- as building consultant working with insurance carriers, sorting out vendor estimates, appraisals, unique damage cases, consulting on damage repairs, in the end addressing or confirming estimates of claim damages.  It’s great work, and the Beast figures he is contributing to customer and carrier resolutions. The realization is that property insurance (at least within the U.S.)…

Stop using ‘customer-centricity’ as a buzzword

Wonderful article here from Rami Hmadeh, who takes a look at brand experience and where customers fit into the equation. Elevating the Customer Experience is often touted as the end goal, or deliverable for an innovation project, but sometimes there is a missed opportunity to take it a step further. Customer centric design and design thinking can often reveal business model paradigm…