Customer Experience

...It has a design problem. Insurers risk wasting AI investments by prioritizing technology over understanding the workflows and needs of the people using it.

Despite surging annuity demand, half of consumers struggle to understand communications from insurers, creating costly service gaps and eroding trust.

First Notice of Loss has evolved into insurance's most fraught moment for fraud, yet carriers treat it merely as administrative intake.

As generating traffic becomes a commodity capability, competitive advantage shifts from managing customer relationships to participating in their decisions.

Record insurance shopping driven by economic stress forces carriers to shift from reactive pricing tactics to proactive retention strategies.

Treating customer service as a cost center ignores how closed-loop operations transform complaints into loyalty and lasting revenue.

The call center isn't a cost center. It's the moment of truth. And, despite investing billions in technology, insurers still fail customers when it matters most.

Banks lost customers' trust one automated interaction at a time. Insurers are making the same mistakes.