Customer Experience

Like McDonald's, many insurance companies can implement a point-of-sale upselling strategy to increase market penetration.

Every customer now expects organizations to have a single, unified view of their relationship that includes all their interactions.

As much as the focus has been on an engaging experience, work has to be done on the back end, too, to address age-old problems. 

It's human nature to be attracted to people, yet technology drives so many dealings with firms. How do we bridge this dichotomy?

About 60 million people speak a language other than English at home in the U.S.; 37 million speak Spanish, and a million speak Tagalog.

With a boom of new insurtechs targeting millennials, these four companies are actually delivering more value to millennial consumers.

One reason new customer costs are so high in insurance is that the industry has lagged in adopting digital technologies.

Consumer disclosure -- the industry’s preferred instrument for narrowing the trust gap -- might actually be widening it.