As a healthcare analyst, a health plan member, and occasionally a patient, I wear multiple hats. So part out of professional curiosity and part for personal interest, I probed around a number of health plans and their benefits administrators in the industry to see for myself what their member experience was like, beyond their marketing page. What I uncovered fell short of what I was hoping to find.
Consumer lenders are investing considerable resources to figure out how best to target prospective borrowers and provide them with the most efficient and enjoyable experience possible. To do this, these lenders reach consumers the moment they have a credit need with the right message, at the right time, and through the right communication channel. Once consumers become customers, the lender can provide them with frictionless and speedy loan originations. These processes are driven by investments in analytics and technology platforms that allow lenders to anticipate a consumer’s needs, understand communication preferences, and provide near-seamless interactions.
I love Zelle! In fact, I was one of Zelle’s earliest adopters in the days when it was clearXchange. In my opinion, being able to send payments to another person from my bank account using my mobile phone is the best invention since sliced bread and online banking (which eliminated the need to ever balance a checkbook again). Every time I need to pay someone, I try to use Zelle. And I really am a brand evangelist for Zelle—not only do I spend my days researching and writing about the person-to-person payments market in general, but I also tell all my friends and family to give Zelle a try. I believe Zelle is the future of cash, because sending and receiving digital payments using a bank account for free and in real time is the same thing as handing someone a bunch of dollar bills.
At this year's RSAC, I sat down in 49 vendor briefings, each of which lasted 30 minutes, from Monday to Friday. So if you think, "Why should I believe Alissa when she tells me about the takeaways from this year's RSA?" Well ... in the memorable words of Bill Engvall, "Here's your sign."
If the show floor at RSAC is in any way indicative of the overall trends we'll see in cybersecurity controls in 2019, then I pretty much nailed it in my Aite Group report Top 10 Trends in Cybersecurity, 2019: User Experience and Machine Learning.
The words I'd use to describe the cybersecurity trends in 2019 and takeaways from this year's RSAC are “automation,” “AI,” “data,” “removing the human,” and “frictionless.”
For the most part, insurance carriers haven’t really viewed the claims process in a positive light, as it is complex (especially with a multiparty property and casualty claim), tedious (lots of data and fact gathering), and filled with suspicion (carriers thinking that policyholders could be trying to defraud them and policyholders thinking that carriers could be trying to pay less than what they are entitled to). Because of these factors, carriers have often viewed the claims process as more of a necessary evil than an opportunity to deliver a better experience to policyholders.