Customer Experience

Changes in customer behavior are creating a series of “from – to” shifts that have huge implications for billing and payments and require a quick response.

Instead of simply selling consumers products, smart companies. including insurers, market themselves as companies to believe in and make part of one’s life.

Email is based on an antiquated physical model (the inbox and outbox), and better ways of communicating -- even collaborating -- with customers are emerging.   

Application forms that encourage fast thinking can lead to misdisclosure through careless mistakes, approximate answers and intuitive biases. Slowing the buyer down may help. 

Seemingly impersonal digital transactions underscore the criticality of personalization. The key is to pinpoint the exact moment of need in the insurance buying and filing experience.

CRM software does not solely benefit relationships with customers. It also helps in communication and collaboration among various departments.

Policy Advice reports that 68% of young insurance agents think insurers' digital transformation is too slow, and 88% of consumers demand more personalized products.

Far too little time and resources are spent understanding a customer’s buying journey or their communications preferences. This represents a massive opportunity.