As the insurance industry continues to expand, and customer expectations continue to grow, many insurers are adopting new technologies and changing from being product-focused to being customer-centric.
Customers expect a much faster, transparent, and more intuitive experience than they’ve ever had before. Every customer touchpoint presents an opportunity for a much higher level of engagement – the challenge remains for insurers to make the most of these opportunities.
Opportunities in data analytics
With actionable data sourced from Artificial Intelligence and Natural Language Processing, organizations can:
Improve customer experience with data analytics
Gain insights from experience design
Seek expense efficiencies and variabilities of costs
Manage conduct risk and regulatory headwinds
Mitigate Climate and macroeconomic risk
Be smarter with Marketing Efforts
Grow Insurer share of wallet and book value
Manage culture and compliance
Predictive customer NPS → Enhanced customer insights
Supercharge Customer Understanding
Unified customer profile → Improved and personalized customer approach.
Improve Marketing ROI
Insights into triggers and events → to improve marketing ROI, selling opportunities and lead generation
Better understanding of customer journey, issues, and opportunities → More efficient and economical outcomes and increased revenue per customer
Assess & Predict Customer Sentiment
Deep, granular customer insights → Predictive customer experiences
Comprehensive conduct, culture and compliance management → Avoidance of legal, reputational and financial risk.
Real-time Employee Insights
Real-time tracking of agent engagement → Improved agent performance and retention
Enhanced understanding of client and environmental context (e.g. COVID-19)→