Customer Experience

The key for insurers is to think beyond a single transaction and be “partnership-ready,” which also means becoming “ecosystem-ready.”

41% of millennial policyholders have switched carriers within the last six to 12 months; 76% in the past five years.

Chatbots can deliver consistent service to an increasingly digital-first customer base while easing the pressure on remote call handlers.

Airlines are rarely held up as exemplars of customer experience, but in one important respect the industry deserves such recognition.

Tech companies have mastered digital communication because they have always sold products and services to customers remotely.

Developing products around new customer priorities, and reaching new demographics in need, are key to keeping the industry relevant.

Companies talk about improving customer experience but focus too much on saving money. Customer process automation does both.

In a business defined by relationships, connecting well on a virtual basis will be more than a change — it will be a requirement.