Insurance & Technology


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November 2014 16 W ith customer experience at the heart of many insurance companies' technology in- vestments and initiatives, it comes as no surprise that Doug Fick's experience head- ing up CRM and e-business for The Principal (Des Moines, Iowa; $483.2 billion in as- sets under management) has led to a distinguished career as CIO of US Insurance Solutions. A longtime focus on rallying line-of-business leaders around the value of operationalizing data and analytics has helped Fick position the company for growth at a time when LIMRA and other life insurance trade groups report that there is a big potential market for life products. "From a life perspective, the amount of people that don't have it or don't have enough is large in this country," Fick says. "E-business and CRM was something that took care of all lines of business domestically, so I found myself interacting with the CIOs of all the different LOBs on a regular basis. The importance of the experience of the customer was paramount. Every- one was all in; the question was, how do we continue to enrich the data?" In 2004, when Fick took over responsibilities for IT operations for The Principal's insurance businesses, he set about building a data warehouse that would lay the groundwork for the company's customer and agent experience improvements in the decade since. "It's not an online transaction system, it's an analytics reporting predictive environment — the Previous Table of Contents Next Previous Table of Contents Next Elite 8 2014 Doug Fick, The Principal A Customer Advocate In The CIO Chair The Principal's Doug Fick focuses on customer and agent experience in all initiatives. By Nathan Golia @NateG_InsTech Doug Fick VP and CIO, The Principal's US Insurance Solutions Professional history: Served in the Navy as a noncommissioned officer before joining The Principal in 1987. Education: Associate de- gree in industrial security from the Community Col- lege of the Air Force, a bachelor's degree in public administration from the University of Upper Iowa, and an MBA from the Uni- versity of Iowa Hobbies: Cycling, golf "In an adviser- driven world, we're serving the adviser as that customer."

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