Customer experience

Market research firm finds volatility in satisfaction with carriers' capabilities.

Chief service officer Jamie Lee says insurance needs diverse views to create the best overall customer experience.

Chubb has kicked off a new brand to offer coverage to digital natives at opportune times.

More data feeding algorithms allows AI 'agents' to do more than ever.

By tackling specific problems, carriers were able to keep the lights on during the pandemic.

The benefit goes beyond compliance: It allows an organization to demonstrate that they are prioritizing the consumer's privacy expectations.

The company is accelerating what it's been doing over the past four years to meet rapidly changing customer needs, says Ken Solon

There is an emotional and human aspect in all relationships and that holds true for the bond between individuals and brands. The COVID-19 pandemic has brought both the strengths and weaknesses in customer experience under the spotlight. This episode will focus on how connecting with customers and ensuring they have a positive experience with a company is paramount, particularly in a pandemic-driven world. Join our host, Brooke Worden, President of The Rudin Group and guest speaker, Virgil Miller, Chief Operating Officer of Aflac U.S. and President of Aflac Group in a discussion that will highlight how and why Aflac is emphasizing three key aspects of the customer experience in 2020.

SVP and customer experience leader Claudiu Coltea says carrier scaled up pilots fast to meet COVID-19's demands.

‘Misalignment and poor execution’ at agent carriers prevented proper pandemic adaptation.