Customer Experience

Insurers must rethink how they attract and retain customers as purchasing habits evolve.

Insurers' favorite customers are those who haven’t had any claims for years -- hardly a recipe for building a service culture.

The author helped family recover from the California wildfires. The experience with both personal and commercial lines was eye-opening.

As relationships have adapted to suit modern lifestyles, insurance companies are adapting to better understand and quantify risk.

Now, insurers can automate the analysis and classification of incoming text by applying machine learning and using historical data.

P&C insurers have been slow to see how value-added services build loyalty, meaning many opportunities to capitalize on this strategy remain.

A few recent examples illustrate the new interest in insurance from those both inside and outside of the insurance industry.

Executives often miss the flip side of bad customer experiences. They don't just hurt customers; they create a toxic culture for employees.