Customer experience

Banking industry exec discusses the issue’s force-placed furor, the industry's response and possible areas of compromise.

There was this tremendous downturn in the stock market in 2008, and here we are four years later but confidence has not been restored. There’s lots of opportunity for insurers to solve the things that seniors are worried about.

A Gartner survey of IT leaders in North America reported that 81 percent felt that customer retention is extremely important to them with customer acquisition ranking number five out of 10 and expanding relationships with existing customers rating number six out of 10.

The fifth annual index found that 24 percent of respondents tried to resolve their property/casualty insurance issues online before calling their insurers directly compared to 21 percent for health insurance.

Amica takes top spot in customer satisfaction rankings as the reputation of U.S. P&C insurers rises in the wake of catastrophe-ridden 2011.

While retirement concerns grow, insurers are still struggling to assist with better planning for those concerns.

The growing importance of customer service makes mobile a must, but an app isn't the only option.

Looking beyond ROI and hard benefits, insurers are turning to Web 2.0 concepts to invigorate internal operations.

Despite the fact that most of the consumer market is found in social networks, questions of outreach persist.

While a U.S. company can generate up to $382 million in three years if it improves customer experience, insurers need only tweak their sales process from quote to comfort to see an increase in revenue, according to a Temkin study.