Customer Experience

Not everyone wants a connected life. Some will always want to go their own way. Insurers need to be ready.

You'd expect Disneyland to be the examplar, but it makes a common mistake: It doesn't think through the whole customer experience.

Many firms aspire to "customer-centricity." Far fewer achieve both improved customer experiences and sustainable profit growth.

The potential implications for insurers are great, but they must focus on what has too often been a lousy customer experience.

What is at risk of being overlooked in the rush to a streamlined claim process are the individuals who at critical times need a personal touch.

Like TV, insurance is changing at its core because of a reduction in “viewership” and the changing demographics of younger generations.

Remember what email did to the fax machine? It won’t take long for email to meet a similar plight as mobile chat supplants it.

Last week's announcement by Next Insurance that it would sell insurance via Facebook Messenger brings chatbots to the fore of the discussion on insurtech—where they belong.