Redefining What a Customer Experience Is By Insurance Thought Leadership Efforts at improving CX need to go beyond removing friction and becoming digital; great CX now means personalizing products and services.
May ITL Focus: Customer Experience By Insurance Thought Leadership ITL FOCUS is a monthly initiative featuring topics related to innovation in risk management and insurance.
Agents and AI: A Winning Combo in Contact Centers By Rob McDougall Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements.
Image Why CX Still Suffers in Insurance...and How to Improve It! Insurance has a long history of paper forms, snail mail, and even (still!) faxes.
Customer Success Is Key, but Where to Start? By TJ Whelan Single-entry quoting tools can let agents generate more options for clients, and automated quoting tools on the website provide great convenience.
The Dawn of Gen AI In Insurance By Dustin Lemick Our Gen AI chatbot greatly improved customer engagement and question resolution--and opened our eyes to a host of other opportunities.
Why Are Digital Payments Still Clunky? By Julie Schieni Insurers must iron out problems at two critical moments: when accepting a premium payment and when paying a claim.
Continuous Improvement Comes to Insurance By Tom Bobrowski Process intelligence tools let operations leaders “see” digital products being built, enabling use of statistical process control techniques.
The Experience/Efficiency Paradox By Rory Yates Insurers must move from the manufacturing era (efficiency through administrative scale) to the ecosystem era (maximizing the value of a relationship).
Changing Expectations on Mobile Payments By Julie Schieni 41% of millennials with insurance purchased it with their mobile device, and other generations are moving in that direction, too.
6 Words to Focus Your AI Innovation Strategy By Chunka Mui Is it time for insurers to go big on ChatGPT? The short answer is no. The right approach is: Think Big, Start Small and Learn Fast.