Customer Experience

If we really want to put the customer at the center of everything we do, we have to start by giving up on two words: "adjuster" and "losses."

Call centers will no longer be viewed as cost centers. AI and actionbots will turn these hubs of customer interaction into revenue generators.

Drawing on AI and machine learning, modern content management systems drive intelligence into processes and decision-making. 

Insurers must move from the manufacturing era (efficiency through administrative scale) to the ecosystem era (maximizing the value of a relationship).

Firms must always be segmenting and improving experiences for personalized risk transfer, safety, prevention and loss management.

Low-code digital tools are simplifying customer experience management and providing consumers more self-service capabilities. 

While digitalization can create efficiencies and enhance processes, insurers must not get distracted. Customer care always comes first.

Independent agents must implement AI -- intelligently and carefully -- into their operations or risk being passed by those who do.