Commentary

Facilitating change not only helps your organization, but can also improve entire industries. Let's look at the big picture, from liability assessment to optimal business outcomes.

When you are a market leader, why not press your bet? That appears to be what Progressive Insurance is doing through its new program that allows drivers not currently insured by Progressive to try out the carriers usage-based personal auto insurance programknown as Snapshotfor a month to determine if the...

Robust carrier websites that can complete more complicated processes make interaction with agents seem less important, according to an auto-insurance survey by J.D. Power and Associates. But what about agent intervention when problems arise?

Robust carrier websites that can complete more complicated processes make interaction with agents seem less important, according to an auto-insurance survey by J.D. Power and Associates. But what about agent intervention when problems arise?

When you are a market leader, why not press your bet? That appears to be what Progressive Insurance is doing through its new program that allows drivers not currently insured by Progressive to try out the carriers usage-based personal auto insurance programknown as Snapshotfor a month to determine if the...

Bad communication, sloppy automation, dumb employees: Don't make the mistakes of the 15 most reviled companies on the American Customer Satisfaction Index.