Customer experience

Rapid deployment of new tool led to use in more than a quarter of claims

Exploring why the life insurance industry must reimagine its relationship with policyholders as it faces disruption.

Digital has the potential to broaden the range of offerings from the company, says innovation leader Jon-Michael Kowall.

Carriers are making big investments in customer experience, but still have a number of holes to patch, Celent analyst finds.

Carriers see outdated core systems holding them back from transforming effectively, according to survey.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

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

Digitalization, specialization and a better user experience are on the agenda for this recently appointed tech leader.

Companies reviving the model say that new technology and better customer service will help avoid the mistakes of the past.

Carriers are tapping into a wide range of new leadership in order to accelerate transformation efforts.

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.