Customer engagement: Breaking with convention

Customers have come to expect one-touch, personalized service from a variety of providers and have those same expectations of their insurers. (Photo: iStock)

In today’s markets, customers are seeking elevated experiences — with services like Netflix and Amazon providing customers with a product at the click of a button, consumers have come to expect that same level of service no matter where they are or with which company they are engaging.

However, many organizations don’t have the tools in place to provide this type of on-demand, customized service. This includes the insurance industry, whose customer journeys can be disjointed as they interact with people across multiple disconnected channels. And it’s not from a lack of want — many executives know they need to digitize their organizations for better customer experiences — it is a matter of how to do so.