Customer Experience

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.

Your brand’s empathy matters more than ever to customers who’ve undergone what can only be called an emotional roller coaster.

Customer experience will no longer be a thing you do, but rather will become a natural part of how you think, how you behave and make decisions.