NOVEMBER 2017CIOAPPLICATIONS.COM8IN MYVIEWNAVIGATING CONSTANT CHANGE: A CIO'S RULES OF THE ROADJASON LICHTENTHAL, SVP & CIO, THE PURE GROUP OF INSURANCE COMPANIEScompany's technology plat-form and website is a living, breathing expression of who the organization is and how it engages with customers and other stakeholders. As CIOs, we know that technology isn't static, but is rather a constantly evolving entity that both helps shape ­ and is shaped by ­ the company's continued evolution.At Privilege Underwriters Reciprocal Ex-change (PURE), a policyholder-owned insurer for high net worth individuals (we call our customers "members"), we have experienced this transfor-mation first hand. Since the company's founding, our technology platform has evolved from a sim-ple broker tool into a complex system handling broker management and a sophisticated member portal. As a CIO, I have overseen this evolution, picking up valuable insights about this member-driven process along the way, which are handy for IT teams and CIOs in any industry.· Practice Emotionally Intelligent, Transparent Development Member (or customer) experience means differ-ent things to different industries, but we aim to make the experience of doing business with us as effortless as possible. Is this transaction pain-ful? Does that process require a lot of effort on the part of the customer? These are situations we solve by making appropriate technologi-cal advancements that yield easy options and a transparent experience. We continually make changes to all of our systems and corresponding processes to make sure our members fully un-derstand everything that is happening with their policies, and do so with less insurance mumbo-AJason Lichtenthal
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