special report - strategy meets action · erikson and kyle krumlauf used fun and humor to...

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2017 SMA SUMMIT Winning With Convergence

A Special Research Report

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© 2017 SMA All Rights Reserved | www.strategymeetsaction.com

Date: September 2017

SUMMITSeptember 18, 2017 Boston Mandarin Oriental • •

2017 SMA Summit: Winning With Convergence A Special Research Report

© 2017 SMA All Rights Reserved | www.strategymeetsaction.com 2

TABLE OF CONTENTS Introduction 3

Innovation Is Mandatory 3Gaining Momentum With InnovationInnovation in Action: Customer-Designed ProductsEmbracing a Culture of ChangeInsurer Innovation in Action: Innovation CultureTaking the Pulse of the Industry

Agents Will Remain Vital and the Policyholder Is Our Customer 7Revolutionizing Insurance Distribution Panel

Core Capabilities Will Remain Foundational 8Looking Through A New Lens - Insurer PerspectiveLooking Through A New Lens - Solution Provider Perspective PanelThe Changing Face of Claims Panel

Digital Is Our New Reality 11Understanding Next-Generation PlatformsNavigating the Insurance Conundrum

Advanced Analytics and AI Are Part of Our DNA 12Thinking Outside the Box: Innovation and the Modern InsurerInnovation in Action: Next-Generation TelematicsInnovation in Action: Cutting-Edge AnalyticsInnovation in Action: Big Data & Advanced Analytics

Call to Action 14Creating Your Call to Action

Celebrating Our 10th Anniversary 15

About Strategy Meets Action 15Use of Our Reports



INTRODUCTIONDeb Smallwood, SMA’s CEO and Founder, welcomed everyone to the 2017 SMA Summit: Winning With Convergence and talked about how exciting it is to be in insurance today. She introduced the Summit with a compelling video which summed up the world insurers are now facing. Deb then spoke about the many external factors that are influencing insurers: the new business and investment decisions, the reshaping of the competitive landscape, and the power of convergence. She summarized SMA’s definition of convergence (and the theme of the Summit):

“Convergence is taking the best traditional strengths of insurance and new world capabilities and blending them together to create powerful transformative change. It is bringing forward the best of today and with the best of the new world to create the Next-Gen Insurer and the next generation of the insurance industry.”

Deb outlined five fundamentals for insurers that will hold true over the next three to five years and be part of all strategic and investment plans as insurers make their transformational journeys. They are:

INNOVATION IS MANDATORY

AGENTS WILL REMAIN VITAL AND THE POLICYHOLDERS IS OUR CUSTOMERS

CORE CAPABILITIES WILL REMAIN FOUNDATIONAL

DIGITAL IS OUR NEW REALITY

ADVANCED ANALYTICS AND AI ARE PART OF OUR DNA

These five fundamentals are great cornerstones from which to group and summarize the presentations.

INNOVATION IS MANDATORY “With the magnitude of change that is upon us, we absolutely have to rethink, retool, and reimagine the business of insurance.” – Deb Smallwood, SMA CEO & Founder

Gaining Momentum With InnovationCHRIS MOSS, Lab Manager – Solaria, Liberty Mutual Insurance | SMA AWARD WINNER

Liberty Mutual won an Innovation in Action Award for the maturity and breadth of their innovation initiatives. Chris Moss of Solaria Labs, Liberty Mutual, described the success Liberty Mutual has had with their innovation lab, Solaria. They built it using an age-old innovation model called a balanced portfolio where innovation is built outward, from core to adjacent technology to new technology. Using this model, they were able to create domains like the sharing economy, next-gen vehicles, the connected life, and insurance disruption.

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Solaria Labs also built an execution framework where the focus is to narrow the scope of innovation projects and assign accountability with a PIBB model:

(P) Partner

(I) Invest

(B) Buy

(B) Build

Next, Solaria focused on partnerships. They created partnering opportunities to create new products and services for the sharing economy. He cited the example of investing in TURO for vehicle sharing. They are also partnering with Subaru for vehicle telematics. In the future, they will be futher exploring how smart-home devices can be used for insurance purposes and looking at companies like Nest, August, and Vivint.

An extension of the partnerships is the venture fund, where the innovation teams have the opportunity to focus on the “build” aspect of innovation and really explore the untapped possibilities. They are working under these principles:

Re-write the insurance experience

Create a great user experience

They have also re-invented the work space by recreating the popular WeWork space which is attractive to potential new hires. By putting an emphasis on being a technology company, they can compete for top talent who might also be applying for jobs at Google or Amazon. A strong focus on making their technology shop the best by applying things like design thinking, agility, and integrating business units helps to create a seamless approach to development.

Chris concluded his presentation by sharing a video as an example of the innovative approaches the lab has made toward rethinking roof claims through the use of UAVs (unmanned aerial vehicles, also known as drones).

Innovation in Action: Customer-Designed ProductsDAN TAYLOR, General Manager of Innovation – TAL Insurance | SMA AWARD WINNER

TAL was honored to receive an Innovation in Action Award from SMA for their customer-designed products. All the way from Australia, the SMA Summit crowd was treated to a great video containing a message from TAL Insurance, where their customer-built product allows customers to create their own product as they self-select along the way to create a product that is right for them.

TAL’s innovative products would not be possible without an innovative culture, their innovation and customer experience labs, and their technology enablement platform. TAL showcased how a well-known insurer can reimagine their products to offer bigger and better services to their customers.



Embracing a Culture of ChangeRICHARD GERGASKO, President and CEO – Texas Mutual

Richard Gergasko of Texas Mutual shared about how the company started to create a new culture. It is great leadership story. When he joined as CEO, he was asked, “How we can move the company forward?” Richard was a self-proclaimed insurance geek and an actuary by training and choice. He joined as CEO four years ago. He knew it was a good organization but didn’t come from the culture of Texas Mutual. The company was started in 1991, and is only 26 years old. It is licensed only for workers’ compensation and has 40% of the market share. (The twelve next-largest companies together equal the another 40%, so Texas Mutual is a large player in Texas.)

As Richard started, he began to observe a culture of perfection. He figured it out when he found an old memo from a former CEO that was titled, “If 99.9% is good enough…” It contained some pretty grim examples, like “if 99.9% is good enough, 2 flights that land at Chicago O’Hare Airport will be unsafe….” The point of the old culture was that 99.9% was NOT good enough. As a result, it paralyzed the organization, hindering it from growing or changing for fear of failure.

The old culture had its adages:

Trust, but verify

Under promise, over deliver

Richard realized that the culture was AFRAID to innovate. So, he began to challenge the culture. He started with town halls and collaboration. He began to talk with the staff about this notion of perfection, which taught employees to fear making mistakes or changes. He created a special project team with the goal of creating a plan and implementing it, and they were given full access to all of his resources! He began to share an accountability-driven culture where they could embrace mistakes and learn from them.

Now, there are some new adages for Texas Mutual:

Create, Collaborate, Make it Great

What is your pivot?

Accountability will drive outstanding results

As Richard closed, he talked about the success they have had. He knows that in order for a culture shift to happen, the leadership needs to be all in, and that starts with the CEO. He offered this challenge to the attendees: When you think about your pivot, define it, and then ask yourself what type of leader needs to be at the helm of the pivot?



Insurer Innovation in Action: Innovation CultureKYLE KRUMLAUF, Commercial Lines Business Intelligence & Analytics Manager

& SEAN ERIKSON, Chief Architect – Grange Insurance

The Grange Insurance group won an Innovation in Action Award for quickly creating and launching an innovation environment. Sean Erikson and Kyle Krumlauf used fun and humor to communicate how they have been part of cultural change at their company. Sean even wore a Deadpool (the movie) mask for part of the presentation to showcase how humor can make you vulnerable, and when you are vulnerable, you are more apt to listen, change, and act on new ideas. They opened with a quote, “The minute you know you are on safe ground, you’re dead.” Their point was that change is constant, nothing is forever, and no insurance company can rest on its laurels for long without someone else stealing their thunder, especially in today’s day and age.

Next, they shared that when you show success and share it deliberately, it helps others to be successful as well. Cultural change is hard to measure, but you know it when you see it. To change a culture, it has to look, think, and feel different. Cultural change won’t take place because of some small modifications or new desk chairs. There have to be different ways for employees to interact and exchange ideas for change to happen in the culture. There has to be room to ideate, and there has to be room for a sense of humor.

Their final advice was to keep an eye on the cutting room floor … that is the place where you will find the forgotten ideas … and those might be the best.

Taking the Pulse of the IndustryDEB SMALLWOOD, Founder – SMA

Deb opened the afternoon session by taking the pulse of the industry with a look at some of SMA’s latest research. What the research revealed is that since last year, insurers believe they are falling behind due to the increasing pace of change and the sheer number of opportunities around them. Where do they turn? The number one factor triggering insurance innovation is the changing expectations of the customer, and this is impacting every area of insurance. The internal forces of insurance are looking at the competitive landscape and learning that they need to innovate and do it quickly to keep up.

Most insurers recognize the need to change, and many are moving toward changing the culture first, which is perhaps the most difficult part of an organization to change. Culture runs deep, and sometimes the barriers seem impassable. But the good news is, thanks to leaders and inspirational stories, insurance companies are beginning to incentivize change and innovation. They are experiencing success by organically and slowly changing cultures. Look for more information on this in a research report and webinar coming out in the 4th Quarter of 2017!

SMA AWARD WINNER



AGENTS WILL REMAIN VITAL AND THE POLICYHOLDER IS OUR CUSTOMER“In today’s digital connected world, with changing customer expectations – we have to be connected to our policyholders, and we have to leverage the capabilities of our agents.” – Mark Breading, SMA Partner

Revolutionizing Insurance Distribution Panel ILYA BODNER, Founder & CEO – Bold Penguin

MIGUEL EDWARDS, Vice President of Strategy & Operations – Allstate

ANANT IYER, Chief Product Executive – ValueMomentum

ASSAF WAND, CEO and Co-Founder – Hippo

MARK BREADING, Partner – SMA

Mark Breading, SMA partner, moderated a lively panel discussion about the future of distribution with industry leaders that included two InsurTech founders, an insurer, and a solution provider. There was some disagreement about whether the role of agent will go away or not go away, but no doubt that the role of agent will change in the future. There is currently a huge influx of VC money into insurance and into streamlining distribution channels. Ilya explained that the agent’s role will be different. He asserts that Millennials (like himself) like to do their own research, come to a conclusion, and have the conclusion validated (by an agent, for example). The future agent will have all the commoditized work out of the office. For simple, go-direct lines, agents won’t be necessary and will be phased out. But for complex lines, agents are crucial and will never go away.

There was agreement that the future of insurance is about leveraging big data – putting the right solution/data with the right risk – and expanding on touch points beyond the transaction. The assertion was made that 90-100% of InsurTechs’ end goals are to sell to an insurance company. No matter how much money InsurTechs raise, insurance is so monstrous and large that InsurTechs need money AND time to really create a huge change.

The panel concluded that the role of the agent will be different by market segment and line of business. There will be Digital Advisors and Risk Advisors (but not order-takers), all on omni-channel for policyholders to choose their preferred channel.



CORE CAPABILITIES WILL REMAIN FOUNDATIONAL“The ‘what’ of insurance is not changing, the ‘how’ is. Future-focused core business processes and systems will allow us to layer the new strength of emerging tech, InsurTech, AI, new data, and analytics.” – Karen Furtado, SMA Partner

Looking Through A New Lens - Insurer PerspectiveGIRISH RAO, AVP of IT – Zurich

Girish Rao started his session about digital convergence by telling how Zurich moved from innovation labs directly into the workplace, where innovation could be more directly integrated with the daily activity of the organization. They moved some big emerging technologies from other domains:

Robotics

Cognitive Computing

Artificial Intelligence (AI)

When talking about the digital convergence of robotics process automation (RPA), Girish reminded the audience that traditional automation is messy. Robotics automation, or any new process for that matter, needs to go through several iterations before it stabilizes. This deliberate process ultimately drives change. It can cause pain – but the final product will be better off in the end. Robotics automation testing needs to be rigorous.

In digital convergence, there is a lot of complexity. It’s not just about making sure to understand the business process, but also about the care and feeding of the business analysts involved in the process.

For implementations, it is helpful to think of robots as workers that are anticipating challenges as if they were humans on the team. The next, and maybe most important questions to ask yourself are, “Is the company ready to adopt these technologies? Are the resources and internal processes ready, because these technologies are robust and difficult.” All companies have smart people to handle the technology. But it’s where the tech actually meets the business that we have to be ready for. And we have to be careful not jump in too soon.



Looking Through A New Lens - Solution Provider Perspective PanelLAKSHAN DE SILVA, CTO – Intellect SEEC

FIL FIRMANI, VP SaaS OnDemand – Duck Creek

CLYDE OWEN, SVP, Product and Solution Strategy – Insurity

BRIAN VANNONI, VP, Business Owner Core Systems – Guidewire Software

KAREN FURTADO, Partner – SMA

This panel, facilitated by Karen Furtado, SMA partner, discussed a number of topics relevant to next-generation core and how solutions are evolving. They began by saying that when investing or making moves in insurance, the goal is to always stay one step ahead. When news like Amazon buying Whole Foods comes out, there is a feeling that the grocery industry got caught flat-footed. No one wants that to happen in the insurance industry, so across the board, everyone is really leaning in to make sure they stay ahead of the curve. They invest in redesigning workspaces and making the whole industry a more “technologically” cool place to work.

The panel then discussed “New Digital” versus “Old Digital,” and how transforming the ways simple data is used can improve the overall product. For example, in P&C, if the form is built right, and the correct analytics are leveraged, “name” and “address” can get 60% of a form filled out for a new policy. On the commercial side, insurers are looking at what types of external data can be leveraged that is bullet-proof. What the information gathered means to pricing still has to be worked out. Insurers are leveraging chat-bots, and not just internal chat-bots, but levering other technology from, say, Facebook chat-bots to gather data.

Next, the panel focused on the customer portal experience and how is it different in the new digital age. The portal view is expanding. There are still the core foundational functions, but now insurers are thinking of how they can bring products to market in another way. They inject the whole idea of brand and customer loyalty: What’s going to make customers buy more? Stay with us? What AI does in a split instance for portals is to show customers like us, “buy this,” and “here’s why,” and “here’s a price on that.”

Internally, new portals are changing the situation for both the internal user and the external user. Culturally, insurers need to get the workforce ready for this shift. Look at how many tech companies are being formed – every single touch point should be seen as a service opportunity, but as a business opportunity too. Insurers need to take a customer-centric view across the organization. What that will do is open the door to understanding what digital is all about.

The definition of core is going to change over the next several years. Next-Gen Insurers will offer a mix of products and services. Services will become part of the product in the future. Insurers need to adopt an outside-in view versus the traditional inside-out view ... that will enable looking at things through a new lens.



The Changing Face of Claims Panel M. GRACE HANSON, Senior Vice President, Chief Claims Officer – Homesite Group Ltd.

HELEN THOMPSON, DIRECTOR, Commercial Marketing – Esri

KAREN PAULI, Principal – SMA

In this panel led by Karen Pauli, SMA Principal, the focus was on the transformations taking place in the claims arena. Claims used to be people intensive. Today, more processes are being automated, and new technologies are fueling claims innovation. In claims, regardless of how they are processed, restoration is key, and there many new and emerging technologies that can be applied in the restoration process. We are seeing movement in the area of mitigation (reducing claims loss severity), and soon technology will be widely used to help prevent loss from happening.

Claims organizations have a unique view of risk. In collaboration with loss control and underwriting, technology can be applied and claims will be dramatically reduced. At Homesite, Grace Hanson explained, in the claims organization, technology is being leveraged to scale, and a lot can be done remotely. But a combination of desk adjustors and field adjustors will always be appropriate. Helen Thompson explained that the last month has been transformative. The National Insurance Crime Bureau (NICB.com) issued millions of data points in the form of before and after Hurricane Harvey images that will allow insurers to start the adjusting process even before they have access to damaged areas. Advances in aerial imagery are revolutionizing the claims process.

Ultimately, people are people, and they need to interact with people. The claims adjusters can’t and won’t go away, but they will be using some new technology. Making claims impersonal would be the worst thing we can do. It’s dangerous to say, “We’ve become automated.” The claims story is changing and will continue to change – and in the future – depending on the claim, there may be a field adjuster, a desk adjuster, and maybe even a Robot adjuster.



DIGITAL IS OUR NEW REALITY“It’s the new norm; it is all around us – inside and outside the industry, advancing and accelerating.” – Deb Smallwood, SMA CEO and Founder

Understanding Next-Generation PlatformsKATE GINGRAS, Insurance Industry Practice Lead – Appian

DEB SMALLWOOD, Founder – SMA

Deb and Kate Gringas spoke side by side, and Kate explained that digital has become two things: digital on the outside of our companies and digital on the inside of our companies. There has been a rise in digital work platforms, and what needs to happen is to connect the outside digital world with the inside digital world. It’s hard for insurers to become digital. We need to understand the gap and where we build fit-for-purpose and buy fit-for-purpose. The value of a digital platform is to advance how people work. There should be no silos in

front like they have in the back. And if those on the outside are giving everyone a whole digital experience via iPhones, while inside we’re still using technology equivalent to flip phones – there will be issues.

By default, business is happening everywhere. People inside are working with people outside. Kate talked about reframing the challenge. And if everyone is going to work on the same thing, we get started by having everyone set a goal to simplify their business. Shape trials in four to six weeks instead taking up to three years to implement new systems. People are actually excited to fail fast … so, set a trial, fail, get up, set another in two weeks, fail, get up, do it again. Deb asked Kate for any words of wisdom. She asked that any leaders in the room would help foster people in trying something new.

Navigating the Insurance ConundrumSATISH WEBER, Digital Practice Lead & Member of Innovation Council – Capgemini

KAREN FURTADO, Partner – SMA

Satish shared three key insights from Capgemini’s World Insurance Report during her discussion with Karen Furtado about navigating the insurance conundrum. They were:

Today’s Customers Seek Convenience, Agility, Personalization (CAP) Through Digital Touchpoints

Emerging Technologies Are Disrupting Insurance Business as Usual

InsurTech Capabilities Driven Innovation Must Align With Strategy

Satish also encouraged insurers to remember “PIB” (Partner, Invest, and Build!).

It is so important to infuse new technology into traditional models. There is a really amazing opportunity for traditional carriers who have the solid footing and reliable processes that allow them think outside the box. Use the solid traditions when entering into a new opportunity, and think of that as a backdrop. Convergence is happening, and it is great opportunity.



ADVANCED ANALYTICS AND AI ARE PART OF OUR DNA“We used to say data was a critical asset and part of our DNA – today, it’s about leveraging the capabilities of advanced analytics and AI with new sources of big data, and those who master this will be the future market leaders.” – Karen Pauli, SMA Principal

Thinking Outside the Box: Innovation and the Modern InsurerCHETAN PHADNIS, Vice President of Product Development – Arity

MARK BREADING, Partner – SMA

Allstate recently launched Arity, a greenfield venture focused on telematics, and Chetan Phadnis shared how it came about. Allstate is a renowned leader in P&C vehicle insurance. Arity looks to expand on that to create a connected car program through usage-based insurance, leveraging the vast amount of telematics data Allstate has collected over the years. Mark asked, “How did you create a startup culture when the parent company is an established player like Allstate?” Chetan explained that Allstate was already tech focused, which helped ease the transition. He told Mark that the world is shifting, and a core competency for any insurance company must be data and analytics, which had been instrumental in shaping the startup. He also pointed out that data science should be its own discipline.

Arity moved its offices away from Allstate, and the work forced changed: 2/3 are Millennials, and 2/3 have worked for Allstate for less than five years. Arity is operating in the context of a massive shift. Transportation is going to change … and that’s why Arity was formed.

Mark asked Chetan what advice he could give to the audience. Chetan said to dive in, the opportunity is worth the cost. Insurance is a tough business, and he reminded the InsurTechs listening to the Summit to have some empathy. Technology can’t solve it all, and it is not an easy business to be in.

Innovation in Action: Next-Generation TelematicsTED GRAMER, CEO – TrueMotion | SMA AWARD WINNER

TrueMotion won an award for their next-generation mobile telematics solution. Ted Gramer, CEO of TrueMotion, talked about distracted driving being the biggest problem for auto insurers today. After decades of decreasing numbers of accidents, the rates are going back up, due almost 100% to distracted driving. Ted described his company’s goal to use telematics to influence distracted driving and improve risk for insurers. TrueMotion started with the premise that since mobile is everywhere, it would be the basis for the company. Mobile is a very powerful tool, and almost every consumer



already has a mobile device. TrueMotion takes mobile telematics and applies it to usage-based insurance (UBI). They can look at analytics of the basic history associated with driving a vehicle, like car and accident history, credit score, and OBD hardware. But TrueMotion looks beyond the traditional data, and looks at the potential of mobile UBI.

Ted believes that technology is the fastest way to address the problem. Society has tackled big problems before. The company looked at behavioral science statistics to see trends in changing societal problems. Drunk driving has seen a decrease from 25,000 to 10,000 deaths per year, smoking has decreased from 47% to 17% of the population, and seat belt usage has increased from zero to 87%. But these changes happened over a period of 40 years. We don’t have that kind of time!

TrueMotion studied how behaviors are changed, and what works best with people today. In the mobile generation, they know that public service announcements and television commercials won’t work. In their mobile UBI, TrueMotion uses alerts or nudges from the mobile device to make drivers more aware of distracted driving, and the technology enables positive reinforcements and rewards for safe driving like decreases in premiums. They believe that distracted driving will not be solved by television or the government – but that the insurer and driver can work together to create safer driving using technology on the mobile phone itself.

Innovation in Action: Cutting-Edge AnalyticsSESH RANGARAJAN, Head of Data and Analytics

& BREANNA RICHARDS, Head of Information Management – Liberty Mutual Benefits

Liberty Mutual Employee Benefits won an Innovation in Action award for their big data initiatives. Can an elephant run faster than a cheetah? Finding out was the challenge for Liberty Mutual Benefits, and their goal was to get an elephant to run faster than a cheetah. And that elephant is Hadoop.

There has been a major change within this business unit at Liberty. They now refer to themselves as a technology business selling insurance instead of an insurance company. Their goal was to run like an InsurTech, and in nine months, they not only formed the new business unit, but executed a plan to operationalize advanced analytics. The goal was also to create and

operationalize advanced analytics for the short-term with a long-term view for the future. They proved that an elephant can run faster than a cheetah. They now view data sciences as a team sport.

Innovation in Action: Big Data & Advanced AnalyticsLAKSHAN DE SILVA, CTO – Intellect SEEC | SMA AWARD WINNER

Intellect SEEC was awarded an Innovation in Action Award for their risk analysis solution leveraging extensive data sources in the underwriting area. Their product, Risk Analyst, allows underwriters to make data-driven decisions using big data, AI, machine learning, and cloud computing. Lakshan De Silva equated being the Chief Transformation Officer to being the Chief Troublemaking Officer. He is able to explore data and think of new ways to use it, creating lots of new work (and headaches) for the development teams. He talked about machine learning and the approach to problem solving on a linear path versus an exponential path. Intellect SEEC has explored an exponential path. A great example of this is the evolution of car design. Each year, new models come out, but Tesla reinvented the design of a car – and exponentially accelerated the path and evolution of the car.

SMA AWARD WINNER



CALL TO ACTION

Creating Your Call to ActionDEB SMALLWOOD, Founder – SMA

Deb closed the conference by saying what an amazing conference it was and thanking everyone. She said that all of the speakers were great and insightful, fascinating to listen to, watch, and learn from. Their stories were forward thinking and a real testament to how quickly insurance is maturing and transforming. She also thanked the Sponsors – without their support, SMA could not offer such a wonderful event. And last, but not least, she acknowledged and thanked the whole SMA team for working hard all year – and said it was flawless execution of the plans.

Deb recapped the Summit and then walked everyone through the following diagram to help the Summit attendees think about how they can begin to formulate their own calls to action: Rethink, Retool, and Reimagine – all to become Next-Gen Insurers.

Innovate:

Institutionalize innovation to enable continuous rethinking

and reimagining in your business.

Experiment:

Pilot or test out new technologies, partnerships,

products, and business models.

Investigate:Explore new options and

competitive activities thoroughly.

Monitor:

Keep a close watch on emerging technologies,

InsurTech, customer expectations, and new

trends.

Flex:Build an infrastructure

and a culture that enables rapid responses to market

opportunities.Recruit:

Bring in talent to staff new roles and replace retiring

professionals.

Partner:

Pursue partnerships with InsurTechs, academia, and

companies in other industries.

Bridge:

Create strategies and plans that leverage existing

strengths and bridge to future capabilities required.

Converge:

Seek to bring together good ideas, solutions, and

partners to create new value for customers.

Anticipate:

Develop strategies to address likely scenarios in a fast moving world.

RETOO

L

REIMAGINE

RET

HIN

K



CELEBRATING OUR 10TH ANNIVERSARY

ABOUT STRATEGY MEETS ACTION Strategy Meets Action (SMA) is dedicated to helping the business of insurance modernize, optimize, and innovate for competitive advantage. Exclusively serving the insurance industry, SMA blends unbiased research findings with expertise and experience to deliver business and technology insights, research, and advice to insurers and IT solution providers. By leveraging best practices from both the management consulting and research advisory disciplines, we take a unique approach – offering an unrivaled set of services, including retainers, research, consulting, events, and innovation offerings. Additional information on SMA can be found at www.strategymeetsaction.com.

Use of Our Reports The entire content and context of this research report is subject to copyright protection, with all rights reserved. Reproduction or distribution of the report, in whole or in part, without written permission, is not allowed. The material and observations contained in this publication have been developed from sources believed to be reliable. SMA shall have no liability for omissions or errors and no obligation to revise or update any data or conclusions should new information become available or future events occur. The opinions expressed in this report are subject to change without notice.

© 2017 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express written permission. All rights reserved.

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special report - strategy meets action · erikson and kyle krumlauf used fun and humor to...

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