Customer experience and satisfaction are critical in insurance, but many in the industry are still in the early adoption stage of digital transformation. Additionally, customer expectations are at an all-time high.
People expect fast, personalised service wherever and whenever they need it. In order to compete, insurers need to offer the best, most seamless experiences possible across technologies, apps, communications, and customer service. As a result, the insurance user experience must start with a customer-centric approach.
This blog outlines the personal and technology-related steps that insurance providers can take to accomplish this.
• Nine technology-related steps to improve the customer service experience.
• Four personal elements you can employ to improve the customer service experience.
• Four examples of high-quality customer experience in insurance.
• Five emerging insurance customer experience trends.