Customer experience

Insurance product creation historically has been based on historical data – the rear-view mirror view. However, there is a fundamental change afoot that cannot be ignored.

The way insurance companies respond to the COVID-19 crisis is indicative of how the industry will meet the biggest challenges going forward: the disappearing retail customer, over-regulation, shrinking product margins, low customer loyalty and public distrust.

It is critical to assess insurers’ internal operations and the implications for employees.

Companies are scrambling to ensure that the millions who take on work outsourced by firms from airlines to insurers can keep going as the nation mandates increased work from home.

Heading into the New Year, many enterprises are looking at how AI and data analytics can drive their digital transformation journeys.

The findings of a new survey show that many field agents think the technology tools provided by their organizations are not evolving as quickly as their needs are.

Many insurers are reconsidering outdated product-driven business models and turning their focus to improving the customer experience.

Instead of overloading customers up front with a fog of terminology, we are trying to provide just the right information at the right time.

Guthrie is applying a combination of strategies to uncover customer-experience needs and execute profitable solutions.

Britain’s Information Commissioner’s Office said it was opening an investigation into the use of facial-recognition camera technology.