Customer Experience

While agents have been leery, they are finding they can thrive in a new world where technology truly complements their offering.

Firms that still rely on siloed technology designed around products instead of customers will have trouble being agile and responsive.

Chatbots can meet insureds’ routine needs immediately while cutting costs and freeing staff to work on more challenging issues.

Innovation must focus on claimants, who deal with all sorts of requirements while going through perhaps the worst time of their lives.

Customer loyalty, and thus retention and profitability, isn’t driven by cheap prices, AI bots, big data or nifty phone apps.

The right way to engage with customers is, of course, whatever they say it is – which likely means much more texting than you’re doing now.

Increasingly, people no longer view insurance as a transaction – instead, they see insurance as a part of their overall financial wellbeing.

Increasingly, customers don't choose just a risk product but a combination of risk product, customer experience and services.