Customer Experience

The solution for 2021? Reframing digital transformation as an iterative process as opposed to a one-off, wholesale solution.

Customer experience and personalization are now only second and third to price when it comes to why people might switch insurers.

Coupled with tech advances that improve risk assessment, behavioral science could be the silver bullet in a period of strain from the pandemic.

A hybrid approach to customer service appears to be the most appropriate strategy, smartly balancing self-service and human support.

Simply having an online payment option does not mean your organization is automatically providing a positive user experience.

Digital transformations that would have taken three to five years are now happening in under six months.

While the pandemic has accelerated the world's move toward digital, this list of trends explains what comes next.

For every line of business across P&C, there are compelling reasons to expand distribution beyond the tried and true channels.