Customer Experience

Customers' risks are changing rapidly, and they do not place those risks and mitigating strategies into insurers' traditional product silos.

Imagine having an expert mentor at your fingertips at all times. Someone who could answer questions and provide advice.

Once a customer seems interested, insurers head straight to the transaction. We have to take time to orient customers about the process.

In this year’s study, the disparity in performance between the Leaders and the Laggards wasn’t just striking—it was also growing by double digits.

Companies that excel at customer experience recognize that they’re in the business of shaping memories, not just experiences.

Offering a variety of options can lead to increased customer engagement and retention, but poor execution can have the opposite effect.

Chatbots provide obvious benefits to any company with a call center. But how do consumers feel about this rapid change in customer service?

Insurers are limited by legacy systems that track only certain types of customer data — and can’t crunch available data efficiently.