Filed Under:, Technology

Many Insurers Struggle with Mobile Mindset

Four leading consultants take on the question of improving the customer experience for mobile users.

The insurance world was waiting forever for the “killer app” that would make mobile technology worthwhile for their business when what they were really waiting for was the right piece of hardware—whether it be a smartphone or a tablet—that made mobile what it has now become.

We asked four leading insurance industry analysts and consultants to respond to a single question:

Mark Breading, partner, Strategy Meets Action

Insurers should consider three factors in creating a great mobile customer experience.

Rod Travers, executive vice president, Robert E. Nolan Company

Companies of all kinds are pushing mobile functionality to customers. Retail, banking, healthcare, and travel are among the most popular. Customers are dealing with a lot coming at them all at once.  Here are a few ideas for improving your customers’ mobile experiences:

Frank Petersmark, CIO advocate, X by 2

Many carriers have succumbed to the mobile tsunami by providing their customers and potential customers with access to information via mobile technologies and devices.  While this is a welcome move toward the millennial generation, once these customers experience the provided solutions, they are generally left a bit underwhelmed. 

Chad Hersh, partner, Novarica

A handful of carriers have developed innovative mobile solutions that drive customer convenience and have even influenced legislation.  However, many others still lag far behind.

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