In most industries, losing a customer is a quiet event. They simply stop buying, and weeks or months later someone notices the revenue gap. In telecom, the loss is louder and faster, and it has a name…
There is a particular kind of pressure that sits over modern healthcare. It is the pressure of two things that should not have to compete but constantly do: accuracy and speed. A radiologist reading a…
Healthcare systems across the world are facing a challenge that has nothing to do with medical science and everything to do with operations. While discussions around healthcare innovation often focus…
For most of modern business history, the supply chain operated on a comforting fiction: that the world is stable, that suppliers deliver on time, that demand follows last year’s pattern, and…
Every package, every pallet, every delivery truck on the road represents a decision, or rather, a vast cascade of decisions. Which vehicle carries which load. In what sequence the stops are made…
The claim is the moment of truth in insurance. Everything before it, the marketing, the underwriting, the premiums, the policy documents, is a promise. The claim is when the promise is tested. And for…
Underwriting is the original act of insurance. Before claims, before premiums, before policies, there is the fundamental question on which the entire industry rests: how risky is this person, this…
Underwriting is the original act of insurance. Before claims, before premiums, before policies, there is the fundamental question on which the entire industry rests: how risky is this person, this…
Brand loyalty, as a concept, is in trouble, and most retailers know it even if they would rather not say so out loud. The customer who shopped at the same store for twenty years out of habit and…