InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

eglobalis

MARCH 24, 2025

An insurance firm’s chatbot repeatedly requested previously provided customer details, resulting in customer frustration and escalations to human agents.

Contact Center 368

Contact Center Virtual Agent Chatbots Banking 368

Adrian Swinscoe

JUNE 13, 2025

Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare insurer got automation right by putting its clients first first appeared on Adrian Swinscoe.

Insurance 59

Insurance Healthcare Company Customer Satisfaction 59

eglobalis

JANUARY 13, 2025

A North American insurance firm used AI-driven insights to cut onboarding time for new agents by 40%. Streamlining Agent Training with AI-Driven Insights Training new agents is a time-intensive process that AI tools can significantly accelerate.

Customer Experience 435

Customer Experience Marketing Chatbots e-support 435

GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Insurance 448

Insurance Marketing Management Customer Experience 448

Interactions

FEBRUARY 6, 2025

Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance that their IVA is compliant with regulatory demands. Whats more, insurance is a true omnichannel experience. Claims can make or break their finances.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

InMoment XI

MAY 14, 2025

The company is recognized by Gartner as a Leader in the Magic Quadrant for Voice of the Customer Platforms and is known for its innovation, investment scale, and expertise across complex and highly regulated industries, including healthcare, retail, financial services, insurance, technology, and more. This is just the beginning.

Roadmap 195

Roadmap Insurance Healthcare Innovation 195

AWS Machine Learning

JANUARY 7, 2025

Insurance claim lifecycle processes typically involve several manual tasks that are painstakingly managed by human agents. In this post, we demonstrate how to use the AWS generative AI best practices framework on AWS Audit Manager to evaluate this insurance claim agent from a responsible AI lens. Returns all claim IDs that are open.

Insurance 112

Insurance Chatbots Management Knowledge Base 112

AWS Machine Learning

MARCH 7, 2025

Verisk (Nasdaq: VRSK) is a leading strategic data analytics and technology partner to the global insurance industry, empowering clients to strengthen operating efficiency, improve underwriting and claims outcomes, combat fraud, and make informed decisions about global risks.

Policies 102

Policies Insurance Government Software 102

AWS Machine Learning

AUGUST 1, 2024

Underwriting is a fundamental function within the insurance industry, serving as the foundation for risk assessment and management. By accurately assessing risk and setting appropriate premiums, underwriters help insurers maintain a balanced risk portfolio and avoid adverse selection of potential policy holders.

Insurance 125

Insurance Guidelines Knowledge Base Policies 125

AWS Machine Learning

JUNE 10, 2025

In this post, we show how to implement safeguards using Amazon Bedrock Guardrails in a healthcare insurance use case. Solution overview We consider an innovative AI assistant designed to streamline interactions of policyholders with the healthcare insurance firm. Choose Create guardrail. or “What’s causing my headache?”,

Insurance 106

Insurance Healthcare Policies Knowledge Base 106

AWS Machine Learning

FEBRUARY 8, 2024

This post highlights how you can use Agents and Knowledge Bases for Amazon Bedrock to build on existing enterprise resources to automate the tasks associated with the insurance claim lifecycle, efficiently scale and improve customer service, and enhance decision support through improved knowledge management. Which claims have open status?

Knowledge Base 141

Knowledge Base Insurance Policies Groups 141

GetFeedback

NOVEMBER 25, 2019

Health Insurance: 73%. Life Insurance: 80%. Property and Casualty Insurance: 81%. Financial Advisors: 80%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Hospitals: 76%. Hotels: 76%. Household Appliances: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

AWS Machine Learning

DECEMBER 5, 2023

Insurance companies are burdened with increasing numbers of claims that they must process. Additionally, the complexity of claims processing is also increasing due to the diverse types of insurance documents involved, and custom entities in each of these documents. You could also create facets to display results by a specific author.

Insurance 125

Insurance e-support Training Policies 125

TechSee

JUNE 10, 2025

It came from alignment: A clear customer-first strategy A commitment to measurable results The courage to lead with innovation Now, telecoms, insurance firms, and field service providers are following ADT’s lead. A Blueprint Others Are Following ADT’s success didn’t come from luck. Visual-first support isn’t niche—it’s the new norm.

Net Promoter Score 109

Net Promoter Score Insurance Customer Centricity Innovation 109

MiaRec

JUNE 17, 2024

At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction. Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone.

Contact Center 105

Contact Center Insurance Customer Satisfaction Data 105

InMoment XI

NOVEMBER 13, 2024

million customers across the Tasman, the health insurance provider became profitable by focusing on churn prediction. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. A good example of the importance of reducing customer churn comes from nib New Zealand.

Customer Retention 195

Customer Retention How To Analysis ROI 195

MiaRec

JUNE 18, 2024

Here at MiaRec, we have helped hunters of contact centers, including medium-size and large health and life insurance companies, streamline and accelerate their contact center workflows. This significantly streamlines the data capture and entry process.

Contact Center 105

Contact Center Insurance Contact Center Workflow Data 105

eglobalis

SEPTEMBER 16, 2024

Health Insurer: Blue Cross Blue Shield Case Blue Cross Blue Shield, a U.S.-based based health insurance provider, faced inefficiencies in its customer onboarding process. The result was a significant boost in customer engagement and an increase in product orders as farmers made more informed decisions.

B2B 410

B2B Strategy Customer Experience Customer Journeys 410

Forrester's Customer Insights

FEBRUARY 3, 2025

This event revealed widespread negative views of health insurers: stories of coverage denials, care delays, and medical bankruptcy spread across social media. Understandably, health insurers have […] Like so many others we were dismayed by the murder of UnitedHealthcare CEO, Brian Thompson.

Insurance 40

Insurance Social Media Customer Experience Customers 40

InMoment XI

DECEMBER 13, 2021

And this isn’t the first time we’ve been ranked on this list. In fact, InMoment has endured the test of time to be ranked on this report regularly over the past two decades.

Analytics 370

Analytics Data Marketing Customer Journeys 370

InMoment XI

MARCH 30, 2022

Figures 1&2 / Polarity data visualization from insurance company reviews. Act: NLP enables narratives on topics, trends, and patterns to be developed, along with root cause issues and supporting data.

Data 368

Data Analytics Insurance Analysis 368

AWS Machine Learning

FEBRUARY 19, 2025

AWS customers operating in regulated industries such as insurance, banking, payments, and capital markets, where decision transparency is paramount, want to launch FM-powered applications with the same confidence of traditional, deterministic software. This example uses an auto insurance companys underwriting rules guideline document.

Financial 87

Financial Insurance Policies Guidelines 87

BlueOcean

DECEMBER 10, 2024

Since 1994, they have been supporting category-leading brands across industries from education to insurance, from CPG to technology. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions headquartered in Halifax, Nova Scotia.

Contact Center 156

Contact Center Insurance Customer Care Innovation 156

ECXO

APRIL 18, 2024

In the 90s he took part in the startup of the first online insurance companies, following the customer’s entire life cycle. Born and bred in Milan, Italy. After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down.

Insurance 334

Insurance Consulting Travel B2B 334

Beyond Philosophy

MAY 24, 2025

How happy are you when you buy auto insurance? In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” If your answer is anything other than thrilled, you’re not alone. ” Spoiler alert: Nobody was happy.

Brands 78

Brands Customer Experience Advertising Insurance 78

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more.

Trends 370

Trends Measurement Customer Experience Entertainment 370

Experience Investigators by 360Connext

JULY 9, 2024

Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Fashion 284

Fashion B2C Hotels Insurance 284

InMoment XI

DECEMBER 17, 2024

Fill out the calculator below to see the ROI you could get from utilizing InMoments customer experience platform: Calculate your business’s ROI using InMoment’s VoC tools.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

AWS Machine Learning

FEBRUARY 21, 2025

Semi-structured document A health insurance card that contains essential coverage information. Although insurance cards generally contain similar information (policy number, group ID, coverage dates), they come from different providers with varying layouts and formats, showing the semi-structured nature of these documents. save and 3.

Tools 94

Tools Insurance Healthcare Consulting 94

AWS Machine Learning

OCTOBER 16, 2024

Intact Financial Corporation is the leading provider of property and casualty insurance in Canada, a leading provider of global specialty insurance, and a leader in commercial lines in the UK and Ireland. Ami Dani is a Senior Technical Program Manager at AWS focusing on AI/ML services.

Customer Service 89

Customer Service Contact Center Insurance Analytics 89

BlueOcean

MARCH 24, 2025

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. It also holds everyone accountable for the role theyre supposed to play. Pro tip: Set aside a section for tech requirements.

Contact Center 156

Contact Center Automotive Analytics Roadmap 156

InMoment XI

OCTOBER 10, 2022

The top 10 NPS leaders (those with the highest NPS scores) are USAA Insurance (80%), USAA Banking (78%), Costco (78%), Apple – Laptop (76%), Dillards (75%), and Nordstrom (75%). Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. Learn how to modernize your NPS program for growth and higher loyalty.

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

InMoment XI

DECEMBER 10, 2024

Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score NPS 195

InMoment XI

DECEMBER 5, 2024

Fill out the calculator below to see the return on investment you could get from utilizing InMoment’s reputation management tools: Calculate your business’s ROI using InMoment’s reputation management tools.

Management 195

Management Social Media Financial Banking 195

AWS Machine Learning

FEBRUARY 20, 2025

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Verisk is using generative AI to enhance operational efficiencies and profitability for insurance clients while adhering to its ethical AI principles.

Knowledge Base 117

Knowledge Base Insurance Guidelines Innovation 117

ShepHyken

APRIL 29, 2022

For example, the same week the clothing company cleverly retargeted me, I received an email from my insurance company. Your current bill for your [insurance company name] insurance premium is available and ready for payment online at [insurance company name].com/paymybill. Here’s what it said: . com/paymybill.

Insurance 167

Insurance Poor Customer Service Policies Software 167