As we head into the final lap of 2007, it's the traditional time to reflect on what made the last year noteworthy. So, in keeping with tradition, let's take a look.

Scanning the spectrum of insurance technology, I believe one factor leaps above most others. From policy administration to claims to document management to underwriting to most other systems (for more on latest in contact centers, see “First Contact”) a key driver has become the customer, whether producer or client. This probably isn't unique to 2007 (or even insurance), but the tide continues.

Another aspect of this ongoing trend that can't be ignored is the much-maligned acronym CRM. Hotly hyped several years ago, failed implementations turned the technology into the leper of options. Interestingly, though, insurers are adopting various parts of the CRM experience–from being customer centric to achieving centralized customer views.

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