archiveCustomer Experience

In an industry with infrequent customer touchpoints, like insurance, every policyholder interaction holds lots of weight. Your business only has a lot of opportunities to interact with insureds, which means one negative experience could cause policy cancellations or customer churn.It's imperative for insurance organizations to evaluate the one, universal touchpoint...

We are in a moment in history when businesses in all sectors are rapidly reworking the way they interact with customers, to determine how they can remain an invaluable part of people’s lives as a lot is evolving. The pandemic has accelerated these changes, of course. In the massive disruption...

As 2012 begins, time for reflection has arrived. After a year that no-one might have predicted, I turn to summarize three defining trends that developed this past year and give my own prediction concerning the way forward for insurance once we begin your way of 2021.1. COVID-19 compelling the requirement...

There isn't an insurance business within the land that's not talking about digital transformation. Whether talking about AI, robotics or platforms, the majority of the market is confident it's heading toward a brightly lit, digital future.The motivation for transformation? We are told customers are demanding a much better experience: an...

Now, let's suppose the above mentioned graph were charting the failure rate for your company's customer experience, perhaps measured through product defects, complaints or some other indication of an experience gone wrong.Because that's really what the NTSB Go Team (along with other countries' aviation safety agencies) do. They root out the underlying reason...

Some of the most brilliant insights about your customers' unmet needs are available right beneath your "no's."That's a key lesson to be learned from firms that excel in customer experience (CX), a hallmark which is the fact that they're really good at understanding the people they serve. Not only basic...

High-touch brands and industries have led consumers to expect that they can communicate with brands every time they want, nonetheless they want. These omni-channel expectations have grown to be especially difficult for insurers, many of whom were already lagging other industries when it comes to digital and self-service capabilities. Every brand...

There are lots of departments that keep an organization running smoothly, but two that must definitely be in sync are the customer experience (CX) and product teams. Your CX team has the most insight into your customers and, therefore, understands the challenges they face which the product could solve. Probably...

Many agents see technology like a threat. Several years ago, when hundreds of millions of dollars began to flow into insurtech companies, the promise these startups made was that they would disrupt the insurance coverage industry. An upswing of online insurance distribution firms, with steadily increasing capabilities, has added to...

Complexity makes it difficult to determine how to start, whereas simplicity makes it simple to determine what the next step is.Imagine an insurance coverage adviser who must generate qualified leads. She results in a Facebook ad having a needs analysis calculator to assist consumers self-educate. Whenever a potential client clicks...