While digital tools provide consistency and efficiency to insurance processes, humans bring a healing touch. (Photo: ipopba/Adobe Stock)
"I love my bots because they don't have mood swings and are available 24/7," gushed a customer experience head during an industry round table recently. That set me thinking: the pandemic-induced reset of corporate history into BC (before COVID) and AC (after COVID) is truly a point of inflection in terms of the digital wave sweeping across the customer experience landscape in the insurance industry, and a year and a half into the pandemic, the accent has now subtly shifted from digitizing the physical to humanizing the digital.
|At the onset of the pandemic
Clichéd as it may sound, necessity is the mother of invention. When contact centers had to be shut down, carriers ensured uninterrupted servicing via a seamless switch to digital servicing modes. Bots, customer portals, mobile apps and a plethora of other digital assets came to the fore for services across the spectrum (listed below), from policy issuance and claims to renewals.
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