Customer Experience

The potential implications for insurers are great, but they must focus on what has too often been a lousy customer experience.

What is at risk of being overlooked in the rush to a streamlined claim process are the individuals who at critical times need a personal touch.

Like TV, insurance is changing at its core because of a reduction in “viewership” and the changing demographics of younger generations.

Remember what email did to the fax machine? It won’t take long for email to meet a similar plight as mobile chat supplants it.

Last week's announcement by Next Insurance that it would sell insurance via Facebook Messenger brings chatbots to the fore of the discussion on insurtech—where they belong.

We are increasingly living in an experience-driven culture as opposed to a possessions-focused culture. That means a new customer journey.

Failed attempts at personalizing the customer experience have the exact opposite effect that they are supposed to when the data is bad.

Chatbots are still in their early stages, but it is hard not to see their game-changing potential in the insurance space.