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February 2014

Karen Gamble considers tailor made support

18/02/14

Twelve years ago I had a total knee replacement; a week ago I had my knee resurfaced. When they opened up the knee they discovered I will need a knee revision, which due to issues of consent and theatre time couldn’t be performed at that point. The care whilst in the hospital was great and an excellent follow-up care package was put in place. But, and here is the point of the blog, the care package is generic. It has to meet the needs of Margaret, a 91 year old care home resident, Eileen an 81 year old who lives…
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Paul King provides an insight into the Australian market: Protection down-under

18/02/14

I recently saw an interesting post from Kevin Carr on Facebook about ‘engagement’ in terms of what can be and what is being done with protection products to increase consumer engagement (i.e. to sell more). He referenced added value benefits like care services and even cash-back. That got me thinking about a recent changed in the market down here in the south pacific. We may have some ideas to share with the rest of the world. After 20 years in UK financial services I was involved in bringing so-called ‘straight through processing’ down-under in the late 00’s. It didn’t really…
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Neil Sharp discusses “Behaviours that set Customer Centric Companies Apart”

11/02/14

I was recently asked by my mum what exactly I do for a living. She has never really understood the “consultant” moniker and she works in the NHS so the connotations for her are that I save lives or examine and fix body parts. I told her that I spend my days helping organisations to listen to customers and to use what they learn to do better things for their customers – and stop doing bad things to them. She looked perplexed. I thought she didn’t understand, but as I tried to explain it in more detail she put me…
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Future Histories by Peter Hamilton of Zurich

by Peter Hamilton 06/02/14 Blog

Future History Now is a series of films, articles and events that Zurich has designed to stimulate a positive way of thinking about and planning for our futures against the backdrop of major demographic, technological, workplace and social change. You can see and read more at www.futurehistorynow.com. The project is intended to stimulate debate amongst policymakers and commentators, and part of the project involves people imaging life 5 years from now in a variety of different spheres, including 3D printing, education and  ‘digital wildfires’. More than 40 people have been captured on film – geneticists, microbiologists, educationalists, environmentalists – the…
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Alan Newman offers Fresh Perspectives on Financial Capability

05/02/14

Everyone has an agenda.  Every agenda is underpinned by a narrative, a representation of beliefs and perceptions that give the agenda legitimacy. Financial capability is no exception. This article challenges the narrative that is shared by Government and the financial services sector regarding consumers’ financial capability. "Annual income twenty pounds, annual expenditure nineteen pounds nineteen and six, result happiness. Annual income twenty pounds, annual expenditure twenty pounds ought and six, result misery."  Mr Micawber’s observation is presented by financial services folk as a self-evident truth. It isn’t. The evidence from research is that happiness has little to do with money;…
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