Customer Experience

Insurers must examine customer pain points and life changes and accelerate digital adoption.

Journey mapping alone cannot create an engaging customer experience but is a powerful tool as part of a larger strategy.

According to a survey, insurers are 50% behind consumer demand for service via online chat and 25% behind on service via website.

People routinely consume TED talks online and love them -- because they don’t bear any resemblance to boring, low-energy Zoom presentations.

Messaging and platforms, business texting, chatbots, voice and even augmented reality can help customers--while cutting costs.

With the sudden shift to remote-only interactions, insurers can no longer dictate the speed of their transformations.

The pandemic and the response to it have highlighted significant gaps in industry offerings that are yet to be resolved.

Online shopping has actually risen during the pandemic, and customers are more responsive to inquiries.