Insurance industry, digital journeys, customer expectations, market changes, customer experience, digital transformations, trend, telework, chatbot, agility, innovation, digital interactions, communication, termination rate, sales opportunities, open platform, Uberall study
The insurance industry is changing. Initiated by newcomers, digital journeys are also increasingly adopted by historical players. The acceleration of digital in 2020 will now change customer expectations.
How can the insurance industry prepare for these changes to stand out ? Discover four trends that will impact the customer experience in 2023.
[...] In insurance, this means assisting customers encountering difficult situations, or even those requiring tailor-made advice for their projects. Customers are more used to this technology and view it less negatively than before. According to an Uberall study of people who interacted with a chatbot had a good experience. The biggest benefit they see is being able to get answers around the clock . In 2021, companies will therefore continue to rely on the complementarity between chatbots and agents to streamline the customer experience . [...]
[...] According to the 2020 report on insurance in the world , only 35% of insurers provide their agents with digital tools allowing them to know the events of the life of the insured . To take advantage of this opportunity, companies should rely on technologies that provide a complete view of the customer . A digital customer engagement platform thus provides access to a unified history of exchanges across all channels . This can help identify sales opportunities , for example, if a client mentioned a project during their last interaction, the advisor can then offer a suitable contract, without even having to ask the client to repeat the context . [...]
[...] Among the digital channels, e-mail is one of the most used in insurance. More recent means of communication, such as live chat and messaging (Facebook Messenger, WhatsApp , etc.), are also increasingly used to interact with policyholders. Through these channels, customers can more easily contact their insurance companies and the latter can manage their business with more flexibility than by telephone . To adapt to this rapid growth of digital interactions across multiple channels, businesses can rely on a customer engagement platform. [...]
[...] An Increase in Digital Interactions The increased use of new technologies in the customer journey has also led to an increase in digital interactions . They have enabled policyholders to obtain the support necessary to take out or manage their contract. Now that more people have become accustomed to this mode of exchange, we can expect this growth to continue. According to Forrester , digital interactions in customer relations are expected to increase by 40% in 2021. By allowing more fluid and frequent communication , digital offers the opportunity to reduce the termination rate . [...]
[...] How to stand out in insurance in 2023 ? The insurance industry is changing. Initiated by newcomers, digital journeys are also increasingly adopted by historical players. The acceleration of digital in 2020 will now change customer expectations. How can the insurance industry prepare for these changes to stand out? Discover four trends that will impact the customer experience in 2023. An Acceleration of Digital Transformation The context of 2020 has led to an acceleration of digital transformation . In insurance, companies have had to adapt to the closure of physical agencies and offer fully digital journeys . [...]
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