Customer Experience

Traditional insurance research falls short, as Gen Z demands mobile-first, authentic engagement in the digital age.

Modernizing insurance payment processes transforms a routine touchpoint into a strategic competitive advantage.

Insurers that position themselves as risk partners—not just risk protectors—will win market share and customer loyalty.

AI transforms insurance underwriting from demographic-based to behavior-driven, personalized risk assessment.

Empathy is much desired in the insurance industry, but little understood. It needs to be redefined in this era of exponential gains in technology. 

ITL FOCUS is a monthly initiative featuring topics related to innovation in risk management and insurance.

Generative AI is letting chatbots move beyond generic (and often frustratingly vague) answers and enhance the customer experience. 

AI can lessen the administrative burden for insurance agents, but automating too much of the relationship can hurt brand loyalty.