The Human Touch in Digital Insurance: Balancing Technology and Customer Experience

Where We Are Now: CX Trends in Insurance

Insurance is infamous for being frustrating to understand and slow to innovate. Creating an effortless customer experience is a balancing act between providing clear information and not overwhelming the customer. The best way to get started on improving customer experience is to understand why customers seek your services and how they prefer to communicate.

Researching and studying your customer personas is key. Some customers want fast, easy experiences through chatbots and self-service apps. Others need to fully understand their coverages to gain peace of mind. The experience you provide must adapt to these different needs.

Today’s forward-looking carriers and brokers are leveraging cutting-edge AI chatbots, SMS channels, and AI voice agents to engage with customers where and when they want, personalizing the insurance industry at scale.