Customer Experience

"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.

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.