Instant Insights / Improve Customer Experience & Loyalty

Consumers can be fickle, and many will change an agent or insurer based on a single negative experience. Discover ways to improve customer experience and build long-term loyalty through technology, engagement and more.


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Managing new technology By threading together their entire customer experience, insurance companies can achieve better operational results with less. (Photo: Shutterstock)

When it comes to harnessing available technology to optimize customer experiences, most insurance executives will confidently tell you they’re using it all. But interestingly industry statistics beg to differ. According to one industry analysis, the insurance industry as a whole, tend to be digital laggers. Many companies don’t host an app, nor is the website optimized to mobile devices. There is a good reason for this trend too, digital transformation hasn’t proven to have paid off in insurance as it has for other verticals.

When it comes to contacting their insurer, customers continue to pick up the phone and call. Why? Because they have minimal confidence that they will be able to resolve their policy or claim issue using digital channels.

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