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The impact of COVID-19 continues to shift priorities for businesses, employees, and customers, and the acceleration of cultural and generational trends has been relentless. As the challenges of the new environment evolve across all industries, leaders continue to look to digital transformation to position their organizations for ongoing success in the future. Inside this newsletter, you’ll find the most recent insights from SSA & Company industry experts on how to navigate new realities. Below, a “deep dive” roadmap in Digital Transformation, a series of thought pieces focused on the insurance industry, and a host of perspectives from our retail experts.
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SSA & Company Deep Dive
At the onset of the COVID-19 pandemic, our financial services team was working to roll out a multi-million-dollar digital transformation for a leading re-insurance organization. The goal was to work with the organization to digitize its global operating model to expedite transaction execution, reduce cost, enhance overall service delivery, and grow its competitive advantage. Despite obstacles, our team successfully developed the business case for digitization, drove consensus and adoption of global standards, and oversaw execution.
Read the full deep dive into our team’s work here.
COVID-19 drastically altered customer expectations relating to every aspect of the retail experience. As we enter a new environment, shoppers will no longer tolerate pandemic-era excuses from retailers and are back operating under the mindset that the customer is always right. AI can be the solution for retailers trying to meet evolving customer service needs, as many have come to embrace new technologies during the pandemic. AI-driven tech can fuel predictive personalization, helping supercharge even the most intuitive and knowledgeable customer service agents.
Read the full article here.
The commercial insurance brokerage space is ripe for disruption unless legacy brokerages can get there first. By investing in digital transformation, incumbents can become more agile, fend off new entrants, and disrupt the disruptors. Brokers must recognize the urgency to amplify the digital journey to protect the business not only from outside disruptors but also from system obsolescence and operational risk from within. Digital transformation will result in efficiency gains, improved customer satisfaction, and, ultimately, back-office empowerment to gain market share.
Read the full article here.