Customer experience

Carriers see outdated core systems holding them back from transforming effectively, according to survey.

Robert Pick is focused around ease of doing business and reducing transaction friction for the company's partners, he says in Q&A.

The companies partnered to highlight digital projects across the industry.

Though certain digital capabilities, like status reports, are popular with customers, digital first notice of loss adoption is low.

The ability to do more with less is a defining characteristic of Security First Insurance's VP of brand experience and marketing.

AI-powered assistants will change the customer experience for the better, but first they must achieve a more human level of service, according to panelists.

We observe that many people never answer voicemail, virtually ignore emails, and throw away mail without even looking at it. But how do insurers communicate with policyholders and agents?

By patiently learning the ins and outs of the customer, companies are able to know their clients’ demands, adapt to those changes personalizing those interactions, says Terrance Williams.

Savvy IT execs earn their reputation by talking more about business value and business change than servers and infrastructure.

West Bend, Merchants Insurance and Hiscox will implement the company's digital conversation platform.