Customer Experience

Long ago, our home appliances became electrified. Soon, they will be “cognified” because of the spread of bots and the AI inside.

Here is a three-part plan for the life insurance industry that may solve a marketplace and social problem hiding in plain site.

Even the most modern call centers rely on the telephone to connect with customers. As we shift into the messaging era, this is going to change.

Should every company try a Zappos “whatever it takes” approach to customer service? No. Insurance is different.

Although we are at the early stages of "reputation capital," we will soon be able to carry our reputation with us across online platforms.

In North America, the lack of understanding of the new customer puts $1.4 trillion of premium at risk in L&A and P&C.

A concept called Customer 360 is giving insurers much better insight into customers. The change will bring major benefits.

Insurers could only answer 28% of queries across digital channels, and 14% failed to respond successfully on either email, social media or chat.