While insurers have rightly embraced eBusiness strategies and are extending their online experience to mobile platforms, consumers have specific concerns and demands within these contexts. Meeting them requires a focus on customer attraction and retention, plus the infrastructure to deliver services efficiently.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: Geoffrey Insurance Boosts Customer Engagement With Personalized Interactive Video

    Personalized Video Increases The Value Of New Customer Communications

    September 17, 2018 Nick Barber, Ellen Carney

    Insurers struggle to communicate effectively with customers. In an industry rife with dense language and even denser business processes, how can digital business leaders engage customers and sustain their attention to ensure that communications have the intended impact? The UK's Geoffrey Insurance turned to personalized videos to onboard new customers, increase customer engagement, and improve operating performance.

  • For Customer Experience Professionals

    REPORT: Hardwire Customer Experience To Financial Performance

    CX Pros In Financial Services Must Connect Metrics To Money

    August 30, 2018 Tom Mouhsian

    Senior business leaders in the financial services industry measure success with metrics like return on equity, net income, and risk-adjusted allowances but don't know how customer experience (CX) affects these metrics. To gain business credibility and impact, CX pros must connect CX outcomes to core business metrics. This report leverages the experiences of a select group of CFOs and CMOs at the vanguard of this connection to show CX leaders what information and tools to use to elevate their CX practices to improve business results and executive buy-in.

  • For Customer Experience Professionals

    REPORT: The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    August 29, 2018 Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings of 16 brands in three industries and the government sector. We also unveil surprising data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Application Development & Delivery Professionals

    REPORT: The Rise Of Customer Service Robots

    Use Physical Robots To Make Operations More Human

    August 21, 2018 Kate Leggett, Ian Jacobs

    Customer service leaders are reimagining their operations with automation and AI at the center, fundamentally changing the nature of jobs. Customer service robots — semi- or fully autonomous physical machines that perform services for the wellbeing of humans and equipment — are emerging as a viable solution in the AI technology arsenal. Robots can assist field workers and retailers to deliver better experiences and take over dangerous and undesirable service tasks. This report explores four nascent scenarios for customer service robots.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Help Customers Connect With You When They Need Answers To Insurance Questions

    Digital Feature Fix: Offer Customers Both Self-Service And Human Help

    August 1, 2018 Ellen Carney, August Du Pont

    Digital insurance teams have made their firm's sites and apps much easier to use to speed up quoting, buying, and servicing for customers. But customers will always have questions, even when visiting the best-designed insurance sites. Digital teams must get customers' questions answered quickly or risk losing potential new customers to a competitor that can provide the needed help. This brief explains how digital insurance teams can expand the contact options available to customers and make them easier to use and illustrates good practices from leading firms.

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