Customer Experience (CX) in Insurance

The standards for customer experience in insurance are constantly shifting. Successfully meeting customer expectations requires continuous optimization and discovering new ways to connect with insureds. 

The now widespread adoption of mobile technology, wearables, and internet of things devices has provided an unprecedented opportunity for insurers to offer unique digital experiences at the right time for the right person. With these new tools, it is not only possible to win more customers, but to get customers excited about purchasing a new policy.

As these technologies evolve, so do the expectations of customers. Digital consumers are accustomed to the “always-on” level of service and personalization provided by giants like Amazon and Netflix. These new expectations put pressure on insurers to offer a similar experience. 

Digital approaches to customer experience in insurance have the ability to radically alter this perception by offering insureds more control, awareness, and personalization.