Customer-centricity

Creating an open API architecture gives mid-size agencies the modern, digital-first tools to compete with larger insurance players.

Using technology and automated underwriting allows insurers to build bridges to know the customers personally, say panelists.

But there are still areas where carriers are falling short digitally, according to market research firm's experience study.

Insurers must listen to their customers and deliver on their expectations before someone else does, says Aflac exec.

Conversational technologies are becoming attractive supplemental channels for insurers.

Insurtechs have pointed the way toward the type of flexibility in contract lengths customers have begun to demand.

Insurer will develop a service aimed at reducing distracted driving on the automaker's Dream Drive platform.

Owned by a South African insurance company, the backbone for John Hancock's behavior program is launching a bank, using its data in different ways.

Technology must simply be one of the ways we create a seamless and positive customer experience.

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.

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.

As insurance professionals, it’s our duty to think like we own the company, and explore and validate every potentially innovative idea

The ONE Coach platform will use sensor data to identify opportunities for risk-management products tailored to the customer.

A J.D. Power and Centric Digital study offers examples of top performers' best practices, like chatbots and personalization.

Video-comparison algorithms and visuals can be adapted to make insurance more alluring and easy to sell.

Leaving customers feeling satisfied requires an ecosystem of processes around digital, Forrester finds.