Customer Experience

There is much to learn about how AI was used while we were eating buffalo wings and chips during the big game.

As contactless payments rise, so do security challenges. Many companies are turning to a technology known as tokenization. 

Understanding how data can give carriers insights is key, but AI won’t draw accurate conclusions on its own.

Customers now have a number of ways to discover, research and purchase policies, so the customer journey has become less linear.

They still require far too many manual steps. The good news is that digital platforms and tools can greatly accelerate the process.

Customer journeys are measured in a very siloed way. It's hard to aggregate data, let alone connect it to the journey. 

The traditional business model has been resilient, but insurers must strive to exceed the evolving expectations of customers.

While fraud is declining in most industries, it is rising in insurance, where emphasis on quick "time to bind" blocks countermeasures.