Customer service

Digital Insurance profiles of the carrier-side executives and insurtech visionaries that are leading the insurance industry’s digital transformation this year,

Carriers can leverage cloud, mobile, AI and IoT to protect their markets, innovation expert says at IASA conference.

The rise in demand is driven by the Internet of Things, enterprise resource planning integration and a greater focus on the cloud.

For machines to reach the sophistication insurers seek, they need massive amounts of historical information.

Robos, which can help speed up issue resolution, will account for savings of more than $8 billion per year by 2022 says Juniper Research analyst Lauren Foye.

Personalization leaders stand to capture a disproportionate share of profits while slow movers will lose customers, says Boston Consulting's Mark Abraham.

Cyprus-based insurer deploys new platform for life, investment and health lines of business.

More than a third of customers prefer automated service via machine learning to alternatives, according to Celent report.

Creating the right customer experience requires intent listening, rapid ideation and constant testing, says chief design officer Meriah Garrett.

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.