Customer Experience

Insurers currently favor digital capabilities that replace face-to-face interactions – continuing a trend that emerged early in the pandemic.

"We all know the experience of giving our information again and again at different stages of one call to one organization."

How insurers can use gamification to bolster customer experience, keep and win new clients with external and intrinsic motivation.

A Wake-Up Call on Claims. Plus, employer trends shaping workplace; the future of the independent agent; what to understand about Gen Z; and more.

"The industry is lagging far behind financial services and utilities providers when it comes to the digital customer experience," J.D. Power finds.

Generation Z's appetite for personalized, digital-first experiences can unlock new revenue opportunities, both now and in the future.

AI chatbots enable insurers to serve customers in their preferred language—whether English, French, Spanish or another language— at scale.

Carriers that transform claims and service operations can turn a cost into a revenue-supporting, loyalty-driving, growth opportunity.