Over the course of the last two decades, contact centres have played a pivotal role in the insurance industry, and have become increasingly technologically sophisticated in terms of their business capabilities.

While writing this article and closing off the discussion on enterprise mobility, I stumbled upon a very interesting article (Thanks Twitter!) on “consumerisation” of the enterprise. Consumerisation refers to an increasing trend for new information technologies to first emerge in the consumer market and then follow into the enterprises and government institutions.