Many insurers currently don’t offer self-service Websites to support customers, but that will change by the end of 2013, according to the phase 1 results of iPipline’s “Surveying Customer Servicing in Life Insurance: Insights into carriers’ operational tasks, priorities and technologies.”
According to iPipeline, 84 percent of the 25 major North American insurers surveyed say improving the customer experience is top priority, outranking call volume reduction and operational/back-office cost cutting. However, 96 percent said they are required to demonstrate cost savings in order to receive approval for technology expenditures to improve customer experience.
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