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About Hugh Terry & The Digital Insurer

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Services of interest

Arthur D. Little

Arthur D. Little has been at the forefront of innovation since 1886. We are an acknowledged thought leader in linking strategy, innovation and transformation in technology-intensive and converging industries. We enable our clients to build innovation capabilities and transform their organizations. ADL is present in the most important business centers around the world. We are proud to serve most of the Fortune 1000 companies, in addition to other leading firms and public sector organizations. For further information, please visit

Espire Infolabs Customer Engagement Hub (CEH)

In Action Summary

Espire Infolabs (a global CRM provider) and Pitney Bowes (a logictics firm) have launched the Customer Engagement Hub, to help insurers and intermediaries implementation, analysis, support and optimisation of the customer journey across multiple platforms.

The hub helps boost the competitive edge of compelling customer experience for its clients by ensuring personalised, omni-channel, interactive and automated customer communication

Although Espire has established CRM and digital delivery expertise, it lacked the data analytics and real time communication components to complete the offering. Therefore, Espire turned to Pitney Bowe to provide analytics and omni-channel communication capability. Additionally, Espire is leveraging their own marketing automation and legacy modernisation frameworks in addition to offering complementary integration and hosting to clients to adopt the CEH.

In terms of specific features, the CEH platform brings together various customer experience best practices (CX) leaders across:

  • Digital Content Management (DCM) – Sitecore, SDL, SharePoint, Umbraco, Drupal
  • Multi-Channel Customer Communication Management (MCCCM) – Pitney Bowes, OpenText, GMC Software, Doxee, Messagepoint
  • Customer Journey Mapping (CJM) 
  • Experience Design – HTML5, CSS3, JavaScript, AJAX, jQuery, AngularJS, Backbone.js, Compass, Bootstrap
  • Analytics  – Talend, Alteryx, Microsoft Power BI, Qlikview, Tableau, Google Analytics, Adobe Analytics, Sitecore xDB, R Maching learning
  • CRM – Salesforce Sales Cloud, Marketing Cloud and Services Cloud, Salesforce Einstein, Salesforce Lightning.


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