The path to a good customer experience is through engagement, and insurance companies already have the data necessary to inform a meaningful, modern client service. (Photo: Anawt Sudchanham/Adobe Stock)

In the age of Amazon, Facebook and Twitter, customers have been conditioned to constantly demand more. More value, more convenience, more everything. And today’s customer wants it all for less money.

Part of the “new normal” is realizing that the expectation baseline has changed, and those product companies or solution providers who were simply meeting, and not exceeding, the baseline before are now targets for merger and acquisition (M&A) or in danger of potential insolvency. Providers of everyday products and services are under a full-frontal assault, and innovation is required to just get to the baseline.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including and

Already have an account?



Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join now!

  • Unlimited access to - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including, and
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2022 ALM Global, LLC. All Rights Reserved.