Customer Experience

The "customer-centric" concept isn't wrong, but anything “centric” requires a balance. Has the pendulum swung past the point of effectiveness? 

The future is multichannel. Are you? OZ Global Insurance Practice President Mark Smith provides insurers actionable guidance to navigate the CX cutting-edge.

The next generation of insurers must look beyond traditional attributes and embrace new forms of data and analytics, including contextual, behavioral and motivational data.

At a time when few answer a call from an unknown number, insurers can identify themselves as a legitimate caller by displaying logos and a reason for the call on the recipient’s device.

The application of advanced analytics is already well ingrained in underwriting. It has only more recently begun to exert more influence in claims operations.

Humanized experiences are the only way insurance can successfully digitally transform to serve its purpose. Let’s look at our future through this lens.

Times like these are when bold leaders who believe in trust and value can really shine, so challenge yourself to be that intrapreneur or entrepreneur.

Merely personalizing the subject line in emails can yield an open rate of up to 50% (the average being less than 18%).