Arthur D. Little’s Post

Customers expect seamless communications with their insurance via all digital channels, including email, voice calls, chat, and social media. How to meet that expectation and for which customer journeys? Not an easy task... We are discussing in this paper - happy to hear your thoughts:

A decade later, we're managing businesses from our phones! 📈 Insane. Just like the iPhone, comprehensive insurance solutions have transformed the way we protect our employees and businesses. 🛡️ At PBW&HR, we're all about creating tailored insurance packages that fit like a glove. 👌 Looking to shield your business from the unexpected? Let's chat! 🤝 Connect with us for more insights and updates. 💡 #BusinessProtection #InsuranceSolutions #HRInnovation

Today’s empowered consumers, whether individuals or small business owners are demanding a revolution in insurance experiences. Gone are the days of laborious processes and frustrating interactions. What they seek now are customized solutions, convenience, and prompt resolutions. They crave seamless digital interactions and proactive communication. In this evolving landscape, the digital realm and the wealth of data and analytics have ushered in a new era of expectations. Comparison platforms have empowered consumers to demand more from their insurance providers. Explore the trends, challenges, and opportunities for improving customer experience in insurance with our latest insights:https://lnkd.in/d_Yjw5xq #Insurance #CustomerExperience #DigitalTransformation #Gonzalez

Think of simple digitization and how many steps it saves people from doing. Less errors, much faster, cheaper, and ultimately a better experience all around. "Digitization can be as simple as taking paper forms, such as a taking paper forms, such as a job application, and digitizing them so they can be completed and assessed online or as complex as automating entire workflows, such as a customer support ticketing system. Such a system identifies the issue, prioritizes it, routes it to the agent, and ultimately updates the ticket status." The problem is, in insurance, there are all sort of blockers: insurance carrier digital properties, client gateways that are hard to enter, etc. All of that is compounded by the fact that agencies don't try putting their website in front of someone they don't know and seeing how hard it is to get what they need. https://lnkd.in/e7BWZYBi #insurtech #insurance #insuranceindustry #independentinsuranceagent #independentinsuranceagents #independentinsuranceagency #productivity #success #profitability

Is it possible that agents are over-automating currently? The client experience can degrade quickly if you try to automate every step in the customer journey. the industry's tech just isn't there yet... Pick your spots to automate but keep a personal touch. Trust your prospects and clients notice the difference #automation #clientexperience #insurance

74% of customers have used multiple channels to start and complete a transaction with customer care center. (Salesforce) Customers expect 24/7 service and easily accessible solutions to their problems. (Mostly using chatbots to handle routine issues promptly) Enlightening video to find out how chatbot can be useful in insurance industry for new and existing customers

How important is your customer experience? Is there a reason you think digital is not as important as in-person, emails, or phone calls? How many clients go to your website vs. come to visit you in person? 69% of consumers have stopped doing business with a company due to a SINGLE poor customer experience, an increase of 5% (from '22 - '23). https://lnkd.in/ePZWvGmW #insurtech #insurance #insuranceindustry #independentinsuranceagent #independentinsuranceagents #independentinsuranceagency #productivity #success #profitability

Are manual processes and slow response times hindering your insurance quoting process? The insurance industry is evolving, and so should your quoting process. Our Insurance Quoting App addresses these challenges by providing: 1️⃣ Real-Time Quotes 2️⃣ Automated Calculations 3️⃣ User-Friendly Interface How are you leveraging technology to improve efficiency and customer satisfaction? Let's Discuss. #DigitalTransformation #InsuranceInnovation #TechSolutions #CustomerExperience #EfficiencyInInsurance #OutSystems #ITLeadership #TechInInsurance #Insurance #Technology #lowcode #CustomerSatisfaction #InsuranceIndustry

Insurance enterprises are increasingly recognizing that the traditional approach to customer interactions—often characterized by fragmented, siloed systems that operate independently—needs a significant overhaul. This is where the concept of an integrated customer interaction layer comes into play, offering a transformative solution that redefines how insurers engage with their customers 💁, streamline operations 🔄, and ultimately enhance profitability💲. #blog #insurance #customerinteractionlayer

Do you want to boost your customer engagement? Read our latest case study to find out how you can transform your insurance business with mobile messaging. Find out more about the power of WhatsApp and learn how it can: 📱 Simplify policy management 🏥 Streamline claim processes 🤝 Enhance customer support Read the full case study here: https://hubs.la/Q02M1bV80 #Insurance #DigitalTransformation #MobileMessaging #CustomerExperience #WhatsApp