Topic: Balancing Customer Experience and Data Security
It’s become pretty clear that digital consumerism holds certain sway when it comes to insurers’ investments. This is largely the result of insurers’ recognition that the customer wants the same type of experience from their insurance provider that they already enjoy with their bank, retailer, or favorite airline. And they are already getting that type of experience from the major tier one P&C carriers.
And, there’s no doubt that there are a multitude of opportunities for insurers to differentiate themselves by improving the customer experience, chief among them using the mobile channel.
“For carriers with the resolve to see their business through the eyes of the customer, each interaction becomes a way to live up to their brand promise; functions come together in new ways across customer journeys; and technology and digital become accelerators,” note the authors of “The growth engine: Superior customer experience in insurance,” released by McKinsey.
In fact, there is heavy pressure on insurers to embrace digital/mobile technologies to improve policyholder interactions by making it as easy as possible for customers to function within an insurer’s mobile app, whether to add coverage, pay a bill or report a claim.