Customer Experience

You must understand the phases of the customer experience cycle and align all channels around the experience you want to create.

Consumers care little about technologies and processes – all they care about is getting information immediately and via a device of their choice.

Unfortunately, the insurance industry has one of the lowest rates of customer engagement. Too often, the only contact with the customer is the bill.

The experiences show why human intermediaries will be around insurance for a long time in most lines of business.

It is imperative that all companies (not just in insurance) find better ways to interact and engage with their customers.

Today's products must be customized, inexpensive and simple to configure and understand -- and insurtech makes all three possible.

Keep in mind the experience you’re delivering, its consistency across channels and the process for renewing policies digitally.

Insurers haven't kept pace with understanding how people make decisions. New, digital models must cater to decision motivators and triggers.