Insurance made social - making customer-centric a reality
IS CUSTOMER-SERVICE THE GREAT DIFFERENTIATOR ?
Insurance made social - making customer-centric a reality
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29 automated service enhancements utilising automation ( AI , RPA , chatbots , etc ).
All of these factors suggest that insurtech is geared to address the enduring pain point of the industry . Therefore , a significant question is posed : are policyholders receiving a truly 21st-century insurance experience ? To help us find the answer , we spoke to three sector leaders : Colleen Wells , Vice President of Strategy at Sapiens ; Lucas Ward , Co-Founder , President and CTO of Kin Insurance ; and Denise Garth , Senior Vice President of Strategic Marketing at Majesco .
IS CUSTOMER-SERVICE THE GREAT DIFFERENTIATOR ?
BCG outlines three core aspects of customer service in its article ‘ Customer-centricity in insurance ’, namely speed , quality and transparency . “ Meeting these basic expectations serves as the foundation for strong customer satisfaction , but it also enhances operations ,” the company said . Insurtech ’ s digitallyenhanced delivery could generally be summarised as improving these core metrics in ways previously unavailable or unexplored . Mobile apps and
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