Category Archives: Customer Experience

How AI is Transforming the Customer Experience

artificial intelligence in customer experience

The floodgates have opened for industry disruption. Changing the customer experience, the applications of AI are thrusting us into the future of cx and beyond. It sounds like something from the Jetsons, but artificial intelligence is here to stay. Robotics and machine learning are driving new innovations across almost every industry, from mechanics to manufacturing. […]

3 Ways to Improve Insurance Claims Processing

claims processing

For as long as there has been insurance, there’s been claims processing. This meant years and years of paperwork, sending out people to take pictures of the damage, more paperwork, then cutting a check. More steps were included, but it was standard operating procedure every time.

Claims processing has evolved since then. With insurance companies focusing more and more on providing a great customer experience, claims processing has become customer friendly. While this has kept customers happy, it’s also allowed insurance companies to cut costs. If you’re stuck in a quagmire of paperwork, here are three ways to improve claims processing.

Customize Banking Statements for Greater Customer Experience

banking statements

Creating a great customer experience is paramount to the success of your company, no matter the industry. There are many ways in which companies can do this, but for the financial industry, the easiest way is through banking statements.

Your customers receive banking statements every month. Have you thought about how to provide customers more value through this consistent banking correspondence? Instead of a boring, itemized spending list, have you though about all the other things your banking statements could say?

The Need for Modern Utility Billing Solutions

utility billing solutions

It can be easy sometimes for utilities to forget that, usually, the only interaction they have with their customers is through the bills they send. What information are you providing, other than how much the customer owes you? With modern utility billing solutions, you not only give a great customer experience, you can save a lot of money.

Whether you’re interacting with a current consumer, or communicating with a potentially new client, the utility customer experience will always be important. Are your customers receiving the very best communications from you? Does your utility billing software allow for a digital experience most customers want today?

The Difficulties in Insurance Customer Experience

insurance customer experience difficulties

Most people within the industry know there are insurance customer experience difficulties. Change is happening, with digital technologies and new ways of communication at the forefront of the insurance customer experience. What matters now is making sure customers remain happy, which means avoiding as many challenges and pitfalls as possible.

There was a time, not too long ago, where customers and insurers alike had to deal with paperwork. Lots and lots of paperwork. Creating policies involved stacks of paperwork, as did filling out claims forms and overall communication with the customer.

Why Your Insurance Policy Management System Doesn’t Need to Be Upgraded

insurance correspondence upgrade

It might seem like the most natural thing to do. The world is changing, technology is changing, the wants and needs of your customers are changing, why not change your policy management system? Before you decide on a costly insurance correspondence upgrade, perhaps it’s worth looking at other options.

There are many reasons for wanting to move forward with an insurance correspondence upgrade. One of the primary objectives for your company should be to improve interactions with your customers. By doing so, you increase customer satisfaction. Still, do you need a complete upgrade?

What is Customer Experience Management?

what is customer experience

Seems like a simple enough question, right? What is Customer Experience Management – or CEM for short? The customer experience is paramount in any industry. If you don’t have customers, you don’t have a business. Again, simple. But what is customer experience management?

A happy and engaged customer is one who will stay with your company longer, spend more, and help you gain new customers through word of mouth. If you provide a poor customer experience, you won’t have many customers for long. In fact, 44 percent of customers take their business to the competition due to a poor customer experience.

Claims Correspondence Upgrade Challenges that Keep CEOs Awake at Night

claims correspondence upgrade

Claims correspondence is at the heart of any property and casualty insurance company. There are many things in the insurance industry that will keep your CEO awake at night – changing regulations, technology changes, etc. Claims correspondence challenges, though, can be the stuff of nightmares.

As long as there has been property and casualty insurance, there have been claims. Insurers have had to constantly adjust in order to meet claims correspondence challenges. Customers now expect your company to be there anytime, anywhere. Creating a positive, memorable customer experience has become a significant focal point for many property and casualty insurance companies. There’s a good reason for that.

3 Property and Casualty Insurance Trends to Watch in Customer Experience

property and casualty insurance trends

Customer Experience, or CX for short, is a major focal point for most businesses and industries. This includes the property and casualty insurance industry. Providing an outstanding customer experience not only helps companies keep their customers, it helps to attract new ones through word of mouth. This is why it’s important to listen to new property and casualty insurance trends.

While it might feel as though you hear about new trends all the time, it’s worth paying attention to some. The property and casualty insurance industry has seen many changes over the past few years, especially on the digital side of things. Everything from IoT to Gig and Share economies mean changes aplenty.

Here are three property and casualty insurance trends to know right now.

Personalizing Customer Communications Brings Business Success

personalizing customer communications

Personalization is a major component of customer communications management. Being able to follow along the customer journey is important, but actually knowing your customers and providing them with what they want is the cornerstone of better customer communications.

The value of customer satisfaction continues to grow year after year, and if your company isn’t prepared to meet the needs of your customers, you could soon be looking for new customers. For consumers, customer experience will become more important than price and product by 2020. Are you ready?