Customer Experience

A “spray-and-pray” approach — blasting your message out to everyone and hoping it will reach someone likely to respond — no longer cuts it.

Carriers have been becoming more mindful of the need to own customers, meeting all of their needs. Enter omni-channel.

Too many agents compete unethically, offering illegal advice to clients. It's time to start reporting those who commit insurance fraud.

Distracted driving has major negative implications for insurers and society. But this is not the only type of distraction that can cause problems.

Carriers will be able to provide customers with far more accurate quotes, creating more trust and eventually enabling more self-service.

The widespread dissatisfaction with current levels of customer engagement, while obviously showing our shortcomings, bodes well for our future.

New and perhaps unforeseen risks are likely to emerge, including significantly increased cyber-exposures and the potential for mega-accidents.

The main reason consumers don’t want to buy insurance online directly through a carrier? They don’t trust insurance companies.