Insurance
How to drive customer experience ROI through insurance analytics
There is a customer experience fault line running through most insurance companies based on a weakness around customer data, analytics and predictive modelling. The fault makes it difficult to develop a CX improvement plan and a measurement framework to track the business impact and ROI on [...]
The (in)convenient truth about insurance claims
The insurance sector is notoriously low touch. There are arguably only four key customer journeys: taking out a policy, renewal, making a claim and cancellation. Customers tend to only hear from their insurer once or twice each year, and these are usually dull, administrative interactions. Then it's radio silence [...]
What UK insurance companies can do to increase customer loyalty and grow market share
In this guide we outline a way forward for insurance companies intent on creating customer loyalty as a way to drive growth and profitability. The FCA is pressing the sector to provide better service at prices that are fairer. This is what customers want in a sector that struggles [...]
The Insurer’s Guide to Customer-Led Growth
There has been a profound change in the behaviour, values and beliefs of insurance customers over the past year. Returning to a pre-Covid world is not an option. The change has been so deep that insurers will need to go back to customer experience blueprints and work out how [...]
Change is coming and the insurance sector needs to embrace Customer Experience
Change is coming and the insurance sector needs to embrace Customer Experience Ripe for change? The insurance sector is ripe for change. In truth the circumstances driving sector wide disruption have been in place for some time but have not yet reached a tipping point. That may all be about [...]