Over the past few years, changes in customer behaviours have spurred the rise of digital innovation in the insurance industry. The novel coronavirus (COVID-19) led to a disruption in the health sector with a surge in claims interruption from reduced business activities, and less use of face-to-face channels. Within hours

Continue readingRethinking Customer Experience in the Insurance Industry

Every industry is feeling the pressure to improve their customer experience, and insurance is no different. Insurance customers are demanding the type of convenient, fast, and personalized service they get from Amazon, Netflix, Uber, and others. To compete, insurers will need to up their customer experience game while still keeping

Continue readingTop 5 Customer Experience Metrics for Insurance