Customer Experience

Profiling clients’ risks before recommending insurance reduces conflict-of-interest perceptions surrounding issues like sales commissions.

Personalization is much more than a sign of respect or of tech savvy. It opens up possibilities for relationship-building through technology.

Departments fight over who owns the customer experience -- or who doesn't. This has to stop. Some individual needs to take ownership.

Technological advancements let consumers connect with insurers at all times, creating highly personalized services that are in high demand.

The answer starts with identifying what chunks of customer material you can share and re-use in a consistent way.

Firms overlook key components of the experience — they appear mundane but can determine customer perceptions.

Many in the C-suite privately question the value of customer experience differentiation, unsure of the financial return it really delivers.

A continuing lack of transparency around premiums can only be bad for business in the long run: The customer is now in control.