Learn the critical importance for businesses to adapt to evolving customer communication preferences in the digital age.

A CX Enhancement Approach Is The Way To Build Customer Loyalty And A Significant ROI
Today’s consumers expect the kind of customer experience (CX) they get from digital innovators and large tech platforms like Amazon and Apple. Meaning innovation in other sectors is driving service expectations to a level higher than many insurers can meet.
When embarking on a customer experience enhancement project, insurers are known to place too much focus on efficiency outcomes, like automation and cost reduction, and not enough on optimizing the customer experience.
The problem is exacerbated when decisions are made by solution architects and IT, rather than specialists who understand customer experience in insurance and how it drives customer engagement and loyalty.
The result is a cost reduction exercise that is packaged as a CX project. So, it’s highly likely that the outcome will not be an enhanced CX.
To stand out in today’s digital-first world, insurers need to differentiate themselves by making investments in CX. This should be their number one priority, as CX is now the key competitive differentiator – over product and price.
Source: SuperOffice
It is possible to achieve both an enhanced customer experience in insurance AND a reduction in costs.
A good place to begin is to review and align the digital communication strategy. If customer communication helps enhance CX – this will become a key differentiator.
The good news is that CX enhancements can provide a significant ROI.
Consider that 86% of buyers are happy to pay for a better customer experience and a good CX results in a higher customer lifetime value.
Here are some strategies to consider:
But don’t negate the value of print – some customers still want their documents in hard copy. The ultimate goal is to create a seamless omnichannel experience across all communication channels including print and digital.
Omnichannel communications is about enabling a consistent customer communication experience and content across all engagement channels, both digital (email, web, text, mobile app) and physical (branch, service center, mail). A successful omnichannel communications strategy means customers receive consistent messaging regardless of the communication channel they prefer and can seamlessly switch between channels without fracturing the experience.
The return on investment in a CX enhancement approach will be loyal customers who won’t be tempted to switch to another carrier.
We can help you enhance customer experience in insurance with seamless, omnichannel communications. TALK TO A CCM EXPERT