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insurance companies that can deliver easy, digital processes that put the customer first have the opportunity to improve loyalty. (NicoElNino/Shutterstock.com) Insurance companies that can deliver easy digital processes that put the customer first have the opportunity to improve loyalty. (NicoElNino/Shutterstock.com)

As a result of the pandemic, customers are already under additional stress and pressure. Added to this, the increase in work-from-home, digital services, and the need to continue to deliver high-touch, high-empathy interactions have also revealed gaps in many organizations’ customer experience (CX).

Having an insurance company that offers a supportive, painless-as-possible and context-aware experience can make the difference between a customer staying or switching carriers. Whether for obtaining coverage, paying premiums, filing a claim, mitigating lawsuits, or making settlements — insurance companies that can deliver easy digital processes that put the customer first have the opportunity to improve loyalty. However, delivering an exceptional customer service experience can be challenging, especially if your systems are not integrated and, therefore, unable to leverage customer experience data.

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