Customer service

We really don’t have to look far beyond the other heavyweights of national marketing.

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.

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.