Jacada

SEPTEMBER 18, 2017

While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand.

Insurance 49

Insurance Industry Customers 49

ReviewTrackers

JUNE 2, 2017

The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry. Customer Success Story: American Family Insurance.

Customer Success 43

Customer Success Insurance Customers Customer Experience 43

Jacada

SEPTEMBER 19, 2017

Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates.

Industry 22

Industry Insurance 22

Clarabridge

OCTOBER 12, 2016

From a customer standpoint, the health insurance industry can be quite burdensome. Not only can healthcare be expensive for the customer, but many customers don’t have a pleasant experience with their health insurance provider.

Company 31

Company Healthcare Insurance Culture 31

Forrester

APRIL 5, 2017

Have you ever thought about going to the doctor and questioned, even momentarily, "Hmm, I wonder if my insurance will cover this?" Health Insurance. CX Index Customer Experience Customer Experience Health Insurance brand advocacy emotion

Insurance 18

Insurance Brands Policies Consumers 18

Experience Matters

MARCH 21, 2017

Prudential and USAA deliver the best customer experience in the insurance industry, according to the 2017 Temkin Experience Ratings. 2017 Temkin Ratings Customer experience 21st Century AAA Allstate American Family Farmers Geico Insurance Liberty Mutual MetLife Nationwide New York Life Progressive Prudential State Farm The Hartford Travelers USAA

Insurance 16

Insurance Travel Customer Experience Industry 16

Clarabridge

SEPTEMBER 1, 2015

How can healthcare insurance providers position themselves to be the chosen provider among these individuals? In the past, few people questioned where to get their health insurance—healthcare insurance companies had the advantage.

Tips 31

Tips Healthcare Insurance CEM 31

Verint

JANUARY 10, 2017

This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer failed to address.

Insurance 14

Insurance Customer Engagement Engagement Feedback 14

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.

Insurance 30

Insurance Customer Experience Policies Innovation 30

ResponseTek

MAY 8, 2017

New mobile strategies within insurance, banking and telco are picking up speed, and while these verticals are at different maturity stages, all three stand to make huge returns from their investments. 1) Insurance Focuses on Concierge-Style Apps, Push Alerts and Preventative Knowledge. Specifically, with real-time capabilities, insurance companies are now able to send customers text (SMS) push notifications.

Telecommunications 13

Telecommunications Insurance Banking Trends 13

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Author: Derek Lewis For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance.

Insurance 18

Insurance Retail Customer Service Customer Experience 18

Avaya

MARCH 16, 2016

Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life insurance, with the goal of transforming the life insurance customer experience.

Insurance 17

Insurance Industry Customer Experience Customer Experience Management 17

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Author: Chris Eideh Like many industries, insurance is being disrupted by digital technology. Yet, insurers are failing to embrace it.

Insurance 26

Insurance Social Media Consumers Contact Center 26

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Author: Neil Cox The internet and digital technology are transforming the UK insurance market. How well are the UK’s top insurers meeting these challenges?

Insurance 14

Insurance Connections Customer Service Customer Experience 14

Peppers and Rodgers

JUNE 26, 2015

Last year in Seattle, the annual AHIP Institute health insurance conference included some references to customer centricity, but it was a peripheral conversation. It's clearly evident that health insurers have gotten the message about the importance of customer centricity. What a difference a year makes. At this year's AHIP Institute in Nashville, the "consumer" was everywhere.

Insurance 13

Insurance Engagement Healthcare Conference 13

Jacada

SEPTEMBER 21, 2017

Chatbots offer a number of very specific benefits to the insurance industry. It’s time this sector began its digital transformation, in order to access them. Read More. Jacada Blog

Insurance 2

Insurance Industry 2

Experience Matters

MAY 26, 2016

USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of […]. We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Insurance 20

Insurance Travel Customer Experience Industry 20

Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. In this blog, I’m going to delve deeper into email performance and highlight some of the lessons for all insurers operating on the channel. Email has big advantages for insurers too.

Insurance 11

Insurance Industry Knowledge Base Government 11

Kate Nasser

MARCH 6, 2016

Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries.

Industry 36

Industry Insurance Healthcare Government 36

Eptica

JULY 5, 2017

Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. Providing each insurance quote can therefore take up to 25 minutes.

Insurance 3

Insurance Social Media Policies Case Study 3

Topdown

SEPTEMBER 29, 2016

Home Insurance Study SM was released on September 19, 2016. According to Valerie Monet, director of the insurance practice at J.D. Improvements in processes and customer service benefit everyone—the customer and the insurer. The J.D. Power 2016 U.S.

Insurance 4

Insurance Customer Experience Study Customer Service 4

Verint

JUNE 20, 2017

Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple).

Insurance 15

Insurance Brands 15

Service Untitled

JANUARY 5, 2012

Automobile insurance companies are going all out to please their customers. We didn’t shop around, and who would have thought that an automobile insurance company would actually cater to a customer?

Insurance 13

Insurance Company Customer Service Customer Experience 13

Topdown

AUGUST 26, 2016

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance.

Insurance 4

Insurance Communication Industry Report 4

Maz Iqbal

JANUARY 3, 2016

made the following statement: I had a situation recently that caused me to call on a provider to whom I’ve paid thousands and thousands of dollars by way of monthly premiums for the last … Continue reading "How Do Insurance Companies Treat Loyal Customers?". Case Studies Customer Loyalty Hall of Shame Uncategorized Halifax InsuranceWho Benefits From Customer Loyalty? Back in December 2015 Annette Franz in her post titled So, What Exactly is Customer Loyalty?

Insurance 3

Insurance Company Case Study Study 3

ReviewTrackers

JULY 20, 2017

This week: Insurance companies must rethink the customer journey. Insurance Companies Must Rethink The Customer Journey, According to CX Expert. Insurance companies must work to rewrite the customer journey, writes Blake Morgan, customer experience expert.

Customer Journeys 43

Customer Journeys Insurance Customers Customer Experience 43

Helen Dewdney

AUGUST 29, 2017

Today, 29/08/17 despite pressure from consumer groups, the Financial Conduct Authority confirmed that it will introduce a deadline for making new payment protection insurance (PPI) complaints. Payment Protection Insurance. Insurance, benefits, protection plan, etc. Complaining Latest News Uncategorized claims management companies credit reports FCA Financial Ombudsman payment insurance PPI

Insurance 13

Insurance Report Financial Company 13

MaritzCX

NOVEMBER 2, 2015

Katy Churches, manager of CX at American Family Insurance, discusses the importance of moments of truth in retaining your customer base

Insurance 89

Insurance Customers Customer Base Management 89

Tema Frank

AUGUST 8, 2016

This page is from a huge insurance company’s website. Blog Canada Content Customer Service / Customer Experience Internet Marketing Sales Usability Web design insurance user-experience uxHow Can Big Companies Still Be Making Such Basic User Experience Mistakes?

Financial 24

Financial Company Insurance Sales 24

Natalie Petouhof

APRIL 7, 2016

How Does IOT and Customer Behaviors Affect The Insurance Technology Companies? The World Insurance Report 2016 (WIR), released by Capgemini, identifies multiple threats pushing the insurance industry toward massive disruption. Gen Y customers have more interactions with their insurer across all communication channels, particularly digital ones. They interact with insurers up to 2.5 What Should Insurers Do? Tweet.

Insurance 3

Insurance Industry Report Connections 3

Verint

JULY 13, 2017

It also was named a Customer Sales and Service World Award Winner for Best New Product, and secured several million dollar customer wins in the insurance, transportation and financial services sectors. Customer Satisfaction Customer Service Customer Experience Transportation Insurance customer engagement optimization Knowledge Management customer engagement customer focus financial servicesIt’s been a busy summer.

Customer Engagement 9

Customer Engagement Engagement Transportation Insurance 9

MaritzCX

AUGUST 15, 2017

From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket. In today’s world, receiving customer experience feedback surveys seems part of almost every transaction.

Measurement 75

Measurement Insurance Banking Policies 75

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Insurers and social media Given its importance, how are companies faring? As part of the recent Eptica Insurance Multichannel Customer Experience Study , 100 leading U.S.

Insurance 3

Insurance Customer Service Social Media Net Promoter Score 3

Verint

JULY 18, 2017

In the first blog we shared a video, “ Insurer Improves Productivity ” that illustrated the challenge behind sustaining process changes. Back-Office Operations Insurance process improvement Robotics robotic process automation performance scorecards back office business processes metrics business objectives performance metrics business process management process change adoption processIn the first blog in this series we discussed the scalability of process improvement resources.

Insurance 10

Insurance Metrics Management Video 10

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. And people are even willing to move away from traditional insurance brands altogether with a fifth of European consumers happy to buy policies from tech brands such as Google and Facebook.

Insurance 3

Insurance Study Consumers Comparison 3

Magellan Solutions

JULY 2, 2017

Insurance operations can be a little bit difficult and tiring. There are insurance companies that are looking for outsourcing companies that will provide them the best service and will give them what they need. The cycle of the money is very important for an insurance company.

Insurance 1

Insurance Company Call Center Travel 1

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. For these reasons, a major focus of the Eptica Insurance Multichannel Customer Experience Study was to measure the consistency and channel choice offered by US insurers.

Insurance 3

Insurance Customer Experience Social Media Study 3