archiveCustomer Experience

Much has been written, and far has been completed in yesteryear decade regarding the customer experience in P&C. Progress has been created in understanding customer needs and journeys, implementing digital solutions for mobile and self-service capabilities and improving interactions with agents and policyholders. However, anyone involved in strategies and improving...

Let’s say you’ve appointed a head of customer experience, who's part of your senior management team. You've got a customer experience practice. This might be a small team of a few people, or it might be a bigger division or department within your organization. And you’ve implemented practices and procedures...

The insurance industry has steadily been digitizing in recent years. It's taking advantage of technological developments in automation, offering apps to clients and introducing such things as electronic proof of car insurance. PwC's Annual Global CEO Survey in 2021 identified customer experience (CX) and core tech transformation as the top...

There is a radical change happening in insurance in the last few years. It revolves around the race to zero - or, the concept of streamlining the end consumer experience to ask less and less information when the time comes to file and process claims.Regardless of what stage from the...

Most use single insurance products, mainly auto. On their behalf insurance is a set-it-up-and-forget-about-it problem. They would like to spend very little time as possible thinking about their car insurance. Actually, 90% of insurers worldwide can go a full year without emailing customers.  The story changes a bit as customers get...

If there's one thing management gurus like to do early in annually, it's make predictions - and customer experience (CX) experts are no different.But business predictions are like weather forecasts. Everybody consumes them, but rarely does anybody remember check their accuracy.Back in 2021, for instance, 89% of companies surveyed predicted that...

More and much more companies are trying to differentiate themselves by having an effective customer experience strategy. To advance those efforts, some firms hire highly skilled "chief customer officers" or engage expert consultants for help. But gleam great amount of firms that choose to go it alone, proudly proclaiming that...

Whether you're browsing an article concerning the latest trends in insurtech or hearing a panel of insurance industry disrupters discussing customer acquisition strategies, it's hard to prevent references about emerging technologies such as machine learning, artificial intelligence, chatbots and knowledge analytics. But, have these digital advancements truly transformed the experience...

With my spouse, Mary Ann, away for two weeks, I'm always looking to score some good food. My home is a small town, in which the Super Walmart may be the local cultural and epicurean haute cuisine epicenter, so I normally must travel to another town to locate something decent...

The story the graph tells is striking. While CX Leaders weren't immune in the recession, they clearly fared much better than others. Whereas the broader market and also the CX Laggards lost significant market value during the contraction, the CX Leaders actually notched positive returns. Exactly what does that inform...