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Achieving Digital Transformation Across the Insurance Sector to Ensure a Successful Customer Management Strategy
Based on extensive research gleaned from surveying Chief Marketing Officers, Chief Customer Officers, and Strategic Directors of Customer Experience, Digital Marketing, Mobile Marketing, eCommerce, and Social Media, this eBook explores how organisations are approaching customer experience in today’s digital world. The aim is for these results to allow you to benchmark your own initiatives as you move into 2013. It also highlights key trends from the survey that will help you better understand where digital investments are being made to help drive improvements to the customer experience.
STAT: Fraudulent claims cost the insurance industry £2.1 billion a year.
Are you ready to use data to fight back and improve your Customer Experience? Find out tips on how to use Big Data analysis for your Customer Experience strategy.
This article focuses on the value add an enhanced customer experience can have on your business and the forecast for the next stage in the insurance evolution,
Learn that your customers can no longer simply sell the best insurance policy at the cheapest rate - now the focus must be on how to deliver the best end-to-end policyholder experience.
Time to reduce painful processes How many times have you come across a company that doesn’t claim to put customers at the heart of its strategy? But how many of us actually do? Delivering excellent service to customers extends far beyond a polite smile at the door. So many companies are so frustrating to do business with that it’s enough to make you want to tear your hair out and run around howling at the moon. Here's why it's time for a renewed focus on what the Voice of the Customer means for your business. No press is bad press? The now-famous “United Breaks Guitars” story where Canadian musician Dave Carroll posted humorous music videos on YouTube about his frustrated attempts to get compensation from the airline after - he claimed - baggage handlers damaged his guitar at Chicago’s O-Hare airport. You can watch one of the videos here: The videos quickly went “viral” receiving hundreds of thousands of views within just
At last year’s Customer Experience Transformation: Insurance Forum, Simon Evans, Continuous Improvement Director at Vitality Health shared how he had reduced pain points along the customer journey to improve overall customer satisfaction. Take a look at his presentation to get an idea of what to expect at this year's forum.
An array data points are at the finger tips of insurers so they can inject more colour into the customer experience and fine tune corporate models. So even if clients are not spoken to over the phone or face- to-face, the insurer’s digital approach should be so personable that it engages and directly speaks to the client at hand.
Although, there is still a lot of progression ahead for insurers regarding the digital end-to end customer experience. Ahead of the Customer Experience Transformation Insurance 2017 conference, we examine a range of hotspots when managing the end-to-end customer experience through digital channels