Customer Experience

Four simple questions will help agents communicate better with clients, helping the agents lean into a role as advisers on risk. 

Efforts at improving CX need to go beyond removing friction and becoming digital; great CX now means personalizing products and services. 

ITL FOCUS is a monthly initiative featuring topics related to innovation in risk management and insurance.

Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements.

Insurance has a long history of paper forms, snail mail, and even (still!) faxes. 

Single-entry quoting tools can let agents generate more options for clients, and automated quoting tools on the website provide great convenience.

Our Gen AI chatbot greatly improved customer engagement and question resolution--and opened our eyes to a host of other opportunities. 

Insurers must iron out problems at two critical moments: when accepting a premium payment and when paying a claim.