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What specific areas do you see the most weaknesses among insurance carriers where new technology could offer the most assistance?

Frank Neugebauer, CIO of Burns & Wilcox: Tight coupling of the user experience to vendor implementations. As suggested in your blog post, coupling the user experience to the back end limits the ways information can be expressed, both visually (e.g., by device type) and non-visually (e.g., Web services). The vendor community is really improving this by providing Web services, but insurance carriers are still too quick to use the vendor’s UI. Taking control of the user experience—while not a technology—is the answer here.

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