Customer Experience

Exceptional product designers harness emotions that serve as the basis for purchase decisions. What if insurance specialists were included in this process?

In today’s digital-first economy, insurers need to innovate their payout processes to offer their customers speed, convenience and flexibility.

The "customer-centric" concept isn't wrong, but anything “centric” requires a balance. Has the pendulum swung past the point of effectiveness? 

Insurers now wear their culture on their sleeves. They show whether they care about their customers by the ease of the customer journey.

The future is multichannel. Are you? OZ Global Insurance Practice President Mark Smith provides insurers actionable guidance to navigate the CX cutting-edge.

The next generation of insurers must look beyond traditional attributes and embrace new forms of data and analytics, including contextual, behavioral and motivational data.

At a time when few answer a call from an unknown number, insurers can identify themselves as a legitimate caller by displaying logos and a reason for the call on the recipient’s device.

The application of advanced analytics is already well ingrained in underwriting. It has only more recently begun to exert more influence in claims operations.