How insurance carriers understand their customers better to serve their needs

How insurance carriers understand their customers better to serve their needs

Customers have simple goals when interacting with their insurance carrier, but their experience today is fractured and not tailored to their needs. Customers want insurance carriers to know them and expect personalised interactions and recommendations. They now want to enjoy the same ‘simple and digital’ ways of using other financial products, such as credit cards and bank accounts.

Providing an improved customer experience is challenging, as carriers deliver customer experiences via separate functions, and most are managed by different executives with different goals and metrics. This structure overlooks the fact that, from the customer perspective, the experience is often a single journey. In order to adapt, leaders look to adopt new strategies and technologies with data at heart.

• How can carriers make their customer interactions less transactional and tailor them to individual needs? What are the challenges and opportunities?
• What measures are leaders taking to minimise complexity across their online customer journeys and product lifecycles? What role is automation playing?
• How are carriers overcoming legacy burdens, driving customer engagement, and developing omnichannel capabilities to provide seamless customer interactions?