Customer service

Jennifer Marshalek, SVP for the P&C carrier, provides tips for carriers to navigate the digital world.

The move supports the specialty insurer's ongoing digital strategy.

Insurer adopts Xpertdoc's CCM platform to improve workflow and customer engagement.

Consumers still look to humans to help them make final determinations in the insurance buying process, says researcher.

If signed into law, payers must be ready to communicate the bill's impact to customers through multiple channels, experts say.

New study reveals large gap between consumer expectations and how organizations act on them.

Life insurer partnered with Nuance Technologies to replace passwords with voice recognition in call center.

Talent shortages and disruption from external forcers like insurtech pressure carriers' ability to be digitally nimble, says study.

Canadian insurer expands relationship with vendor after implementing InsuranceSuite in 2011.

Accenture study finds robots, not humans are the future of customer service.

Data and analytics initiatives, cloud implementations and insurtech partnerships and integrations will lead the way, according to Celent report.

Most say they are uncomfortable with artificial intelligence, despite being exposed to the technology more than they realize.

Data overlay and hands free usage is providing significant value to early adopters, says ABI Research

Insurers will spend on average $90 million on artificial intelligence technologies by 2020, study finds

Move reinforces company's efforts to develop digital capabilities that meet the expectations of customers and distribution partners.

Move continues industry trend of carriers leveraging voice assistants to better connect with customers.

Alliances on renter's and pet insurance allow wide range of services, especially on mobile, says SVP Jennifer Marhalek.

Insurer will invest in startups whose mission aligns with its disability-insurance business.

The mulitline insurer will roll out new policy and billing systems by the end of this year.

Insurer adopts Elafris's virtual agent platform including chatbot technology