GMC Software Technology (GMC) announces the outcomes of its commissioned research: Insurance Companies Falling Behind In Delivering Modern Communications, which reveals nearly 90 percent of insurance companies believe customer communications management is central to overall customer experience.

The research, conducted by Forrester Consulting, drilled into top communication priorities, pain points and implementation challenges that insurers are experiencing. Consistent responses revealed insurance organizations still lag behind in developing communications that meet the shift in consumer behavior.

Key findings include:

Two-thirds still use legacy file and print channels (not multichannel) for more than half their communications
Failure to meet regulatory compliance relating to poor communications was a risk -that concerned 69 percent of carriers
Only 40 percent of respondents have modernized communications
31 percent state CCM is vital to their customer experience strategy
70 percent of insurance companies are planning to or are currently considering projects to improve their CCM in the upcoming months
82 percent of carriers expect to see savings from their CCM investment

"The fact that surveyed insurance companies placed a growing importance on customer communication management to improve customer insight reflects the growing recognition that the customer experience is a prime determinant of loyalty and future revenue," says Bill Parker, chief marketing officer for GMC. "Information you can glean from this research provides a critical path to overcoming the challenges posed by legacy communication platforms and recommendations for modernizing customer communications."

Special Reports /

Survey Reveals Insurers Need to Improve Customer Communications

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