Why Insurers Today Need To Focus On Improving Customer Experience
To succeed, insurers need to shift their focus away from cost savings and instead look at improving customer experience (CX). Fortunately, innovative digital technology is available that allows providers to streamline their many complex processes, improve customer communications and ultimately, enhance customer experience.
An example of such innovation is Customer Communication Management (CCM) in insurance, as it enables the creation and delivery of business-critical documents and omnichannel personalized communications, engaging customers throughout the entire lifecycle with the insurance provider. This enhances customer experience, which helps ensure business success in this increasingly competitive digital era.
We have selected articles that uncover both the customer experience and digital challenges insurers are facing today. Also read how digital technologies, as well as innovative products and processes can help insurers improve customer experience.
To conclude, Elizabeth Stephen discusses how Customer Communication Management in insurance can boost customer experience.
Win at CX by enhancing your insurance customer communication - we can help you.
Investing in CCM in insurance will boost customer experience
With insurance being all about assessing and minimizing risk, it should hardly be surprising that the industry has traditionally been slow to adopt new technologies, outside of process improvement. It’s clear that customer experience has not been a priority.
But, in a world where customer adoption of technological change is happening faster than ever, insurers simply cannot afford to maintain that position. Doing so, means the risk of not meeting customer expectations, who want the experience they’ve become accustomed to with other service providers.
Insurance customers want to hear from and be able to interact with their insurer, using their preferred communication channel. Whether the communication customers receive from their insurer is marketing or service-based, they expect it to be highly personalized – from content to pricing, and easy to respond to. Additionally, it should be seamless across channels and consistent in its message.
Investing in a reliable customer communication management (CCM) platform is therefore an essential part of providing the kind of omnichannel experience that insurance customers now expect. It helps provide a great customer experience, builds rich relationships, which in turn results in customers for life and a competitive advantage in the current marketplace.
Vice President, Relationship Management, Aspire CCS
Liz is part of the Aspire CCS team in the US. She has a true passion for helping organizations identify their customers' needs and consulting with them to help fill those needs. Liz has for the past 8 years focused on Customer Communications Management (CCM) and helping clients utilize digital communications to meet their CX goals.
She is a lead consultant, workshop facilitator, blogger, and frequent speaker.
Prior to Aspire, Liz was at Striata, helping customers move to paperless, and then at Doxim as part of the consulting team helping clients advance in their digital maturity and digital adoption.