Alida

JULY 22, 2021

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust? They aren’t sufficiently demonstrating that they understand their customers.

Insurance 246

Insurance Customer Experience Customer Journey Customers 246

eglobalis

JANUARY 13, 2025

A North American insurance firm used AI-driven insights to cut onboarding time for new agents by 40%. Streamlining Agent Training with AI-Driven Insights Training new agents is a time-intensive process that AI tools can significantly accelerate.

Marketing 433

Marketing E-support E Commerce Social Media 433

Interactions

FEBRUARY 6, 2025

Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance that their IVA is compliant with regulatory demands. Whats more, insurance is a true omnichannel experience. Claims can make or break their finances.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Insurance 448

Insurance Marketing Management Customer Experience 448

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We’re calling it the CX revolution in financial services and insurance. . We heard the same thing over and over: the expectations for CX have skyrocketed. .

Insurance 135

Insurance Financial Contact Center Omnichannel 135

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

BirdEye

NOVEMBER 9, 2023

In today’s digital era, the online presence of insurance companies holds significant importance, especially on insurance review sites. This blog post aims to shed light on the best insurance review sites empowering your business to enhance its online presence and improve customer experience in the insurance industry.

Insurance 111

Insurance 2023 Financial Feedback 111

SaleMove

DECEMBER 15, 2023

Insurance companies are effectively using SMS to send claim status updates, provide billing reminders and re-engage abandoned applications. The post SMS as Part of Insurance Companies’ Interaction Strategy appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 106

Insurance Interaction Blog Engagement 106

BirdEye

APRIL 28, 2023

Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. Social media marketing for your insurance company needs to be more effective in reaching clients through this preferred channel. Fortunately, there are a number of ways to do this.

Insurance 98

Insurance Marketing Social Media Loyalty Programs 98

GetFeedback

NOVEMBER 25, 2019

Health Insurance: 73%. Life Insurance: 80%. Property and Casualty Insurance: 81%. Financial Advisors: 80%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Hospitals: 76%. Hotels: 76%. Household Appliances: 80%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

InMoment XI

NOVEMBER 13, 2024

million customers across the Tasman, the health insurance provider became profitable by focusing on churn prediction. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. A good example of the importance of reducing customer churn comes from nib New Zealand.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

eglobalis

SEPTEMBER 16, 2024

Health Insurer: Blue Cross Blue Shield Case Blue Cross Blue Shield, a U.S.-based based health insurance provider, faced inefficiencies in its customer onboarding process. The result was a significant boost in customer engagement and an increase in product orders as farmers made more informed decisions.

B2B 407

B2B Customer Experience Customer Centricity Omnichannel 407

Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses. when outsourcing.

Insurance 98

Insurance Customer Service Competitive Advantage Exceptional Customer Service 98

InMoment XI

MARCH 30, 2022

Figures 1&2 / Polarity data visualization from insurance company reviews. Act: NLP enables narratives on topics, trends, and patterns to be developed, along with root cause issues and supporting data.

Insights 368

Insights Insurance 2019 Document 368

Alida

JANUARY 26, 2023

The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

Insurance 130

Insurance Customer Satisfaction Customers Interaction 130

InMoment XI

DECEMBER 13, 2021

And this isn’t the first time we’ve been ranked on this list. In fact, InMoment has endured the test of time to be ranked on this report regularly over the past two decades.

Marketing 370

Marketing Automotive Hospitality Social Media 370

IntouchInsight

JULY 19, 2023

This naturally has them contemplating whether it's almost time for a new car — and if they can save a bit more on their insurance to save up for one. Summer is in full swing and consumers who are looking to get out and enjoy the weather need reliable transportation.

Insurance 118

Insurance Transportation Consumers Measurement 118

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more.

2022 370

2022 Measurement Entertainment Hospitality 370

Experience Investigators by 360Connext

JULY 9, 2024

Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 284

2024 Fashion B2C Hotels 284

Customer Think

JUNE 20, 2025

Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with that is utilizing generative AI to automate its claims processing.

Insurance 45

Insurance Healthcare Loyalty Technology 45

InMoment XI

DECEMBER 5, 2024

Fill out the calculator below to see the return on investment you could get from utilizing InMoment’s reputation management tools: Calculate your business’s ROI using InMoment’s reputation management tools.

Management 195

Management 2024 Financial Social Media 195

Magellan Solutions

APRIL 28, 2023

Top 7 Benefits of Outsourcing Administrative Functions for Insurance Companies Insurance companies encounter a variety of challenges nowadays. Outsourcing administrative functions for insurance companies has been a proven strategy to consider. With the rising inflation, insurance companies are looking for ways to reduce costs.

Insurance 98

Insurance Call Center Financial Document 98

Forrester's Customer Insights

FEBRUARY 3, 2025

This event revealed widespread negative views of health insurers: stories of coverage denials, care delays, and medical bankruptcy spread across social media. Understandably, health insurers have […] Like so many others we were dismayed by the murder of UnitedHealthcare CEO, Brian Thompson.

Insurance 40

Insurance Social Media Events Customer Experience 40

InMoment XI

DECEMBER 17, 2024

Fill out the calculator below to see the ROI you could get from utilizing InMoments customer experience platform: Calculate your business’s ROI using InMoment’s VoC tools.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 10, 2022

The top 10 NPS leaders (those with the highest NPS scores) are USAA Insurance (80%), USAA Banking (78%), Costco (78%), Apple – Laptop (76%), Dillards (75%), and Nordstrom (75%). Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. Learn how to modernize your NPS program for growth and higher loyalty.

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

TechSee

JUNE 10, 2025

It came from alignment: A clear customer-first strategy A commitment to measurable results The courage to lead with innovation Now, telecoms, insurance firms, and field service providers are following ADT’s lead. A Blueprint Others Are Following ADT’s success didn’t come from luck. Visual-first support isn’t niche—it’s the new norm.

Net Promoter Score 109

Net Promoter Score 2025 Insurance Innovation 109

SaleMove

OCTOBER 13, 2023

Insurance companies have been playing catch up when it comes to the digital experience they provide to their policyholders and agents. The precedent set by other industries has elevated customer expectations, leaving insurers racing to digitally transform.

Insurance 85

Insurance Blog Customer Expectations Customer Service 85

InMoment XI

DECEMBER 10, 2024

Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

SaleMove

APRIL 26, 2024

Based on research with more than 500 insurance agents, these are three top trends shaping the agent-carrier relationship. The post Trends Shaping the Insurance Agent-Carrier Relationship appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 82

Insurance Blog Customer Service Customers 82

Beyond Philosophy

JUNE 25, 2020

We did the Emotional Signature research with an insurance company in Georgia. We discovered that one of the most critical points of an insurance company experience occurs in the claims moment, particularly if you’re in the healthcare industry. There are several ways.

Management 188

Management Insurance Net Promoter Score Connections 188

InMoment XI

APRIL 25, 2024

Insurance customers have different needs and priorities than mortgage consumers do. Insurance Companies Insurance companies need to put a heavy emphasis on agent training and customer service. These interactions need to be positive for your insurance reputation management to improve.

Financial 195

Financial Management Banking Insurance 195

Forrester's Customer Insights

FEBRUARY 21, 2025

For US health insurers the current state of trust should set off alarm bells. But only 56% of consumers trust their health insurer to act in their best interest. This puts consumer trust in US health insurers at a three-year low during a watershed moment for the industry. Trust is the cornerstone of a successful relationship.

Insurance 26

Insurance Consumers Engagement Healthcare 26

BlueOcean

MARCH 24, 2025

The more mundane details of the SOW should be included here too: from billing and payment specifics, travel expenses, and term agreements to warranties, liabilities, insurance, compliance, and confidentiality. It also holds everyone accountable for the role theyre supposed to play. Pro tip: Set aside a section for tech requirements.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

APRIL 24, 2024

These centers typically handle a wide range of tasks, including appointment scheduling, prescription refills, insurance inquiries, and medical advice, among others. Insurance Navigation and Billing Support : Patients often encounter challenges navigating the complexities of health insurance coverage and understanding medical bills.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

InMoment XI

DECEMBER 18, 2024

Fill out the calculator below to see how much ROI your organization could realize from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 25, 2024

Calculate your business’ ROI using InMoment’s reputation management tools.

Feedback 195

Feedback Management Social Media 2024 195

Customer Bliss

OCTOBER 28, 2020

Camille shared with our audience her insights and advice for experience leaders in the healthcare and insurance industries. Camille is in the insurance industry where she works with multiple customer segments, so there are a lot of moving parts to her work. Guidewell is the parent company of Florida Blue.

Insights 189

Insights Insurance Healthcare Customer Journey 189