Digitisation is changing behaviours in all sectors, and the insurance industry is no exception. While the sector often lags behind the trends already being implemented in other industries, the time for insurance to accept and embrace digitisation is now.
Consumers demand the highest standards of service, and are looking for the same kind of experience they can now find elsewhere in their life. They want an unprecedented level of choice, price transparency, and immediate answers to questions. This immediacy requires an active presence and considered approach across all consumer-facing touch-points - website, social media, apps, and so on. If a consumer is happy and satisfied with the service they receive, they are more likely to refer it to their friends and family.
Insurance providers must overcome certain obstacles to deliver better customer experiences, not least the cost that is involved. Less than one-third of insurance customers are satisfied with their current insurers and only half of those said they would buy more products from their current provider.
Insurance executives are becoming increasingly aware of their customers frustrations, and are now striving to deliver experiences that inspire loyalty and interest from the broker and consumer, whilst maintaining a competitive edge against others in the market.
How can you build this in to your proposition and streamline your customer experience strategy to work harder for you in this new landscape?
We find it's always useful to look to industry leaders and those already optimising their CX well. For this reason, we have lined up a fantastic panel of speakers to talk about what good customer experience looks like and how to deliver engaging user experience in the insurance industry at our IN brief event this month.
Come and hear senior executive of Zurich Insurance
, Ko De Ruyter, Professor at Cass Business School
, Erik Abrahamsson, CEO of Digital Fineprint
share insider hints and tips on keeping up with customer demands. We will also be tackling your biggest challenges and providing you with inspiring ideas on how to make your CX strategy a success.
to find out more and register for your free place at our INSTANDA INbrief: Customers Shaping the Future of Insurance event on 28th November.