Customer service

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.

Two-decade veteran of the company is transforming the claims organization.

How she leverages American Express experience to transform life insurer.

By taking a collaborative and analytical approach to while using consumer insights to target, insurance companies can build an efficient path to growth.

The best way for insurers to maintain business continuity and thrive on the other side of current crisis is by getting smarter about people, processes and content.

Customers were ready to leverage drones and self-service after weeks under social-distancing regulations, insurers say.

The carriers that use data and customer feedback to improve their products, as opposed to developing an awesome onboarding process or pricing scheme, will delight consumers today and will be ready to take on the challenges of tomorrow.

Life insurers tend to have bigger teams for CX than P&C, Novarica also found.

The data types that firms perceive as adding the most value to the business include pre-fill data from third-party vendors, images from cameras and smartphones, PDFs of all sorts of data, and customer segmentation.

People buy insurance for peace of mind, and there are steps insurers can take to help further ease customers’ minds during this difficult time.

Failure to pay attention to accessibility can have several negative ramifications.

Wondering if my experience filing a claim will draw the right conclusions.

How much do we really understand about users’ motivations to use digital products for improving health?

Property and casualty insurance companies improve in digital service after significant investment in direct-to-consumer websites and mobile design.

When building a successful digital marketing strategy, several guidelines should be kept in mind.