Insurance

How to earn customer loyalty in insurance through quality service and experience

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Are there clear winners of the race to great customer experience among leading insurance companies? According to a recent Forrester study, probably not. In this article we explore ways for insurers to step out of the middle ground of lukewarm CX and increase customer lifetime value through advanced customer analytics models. TABLE OF CONTENTS The European…

The Customer Experience Impact Strategic Framework: How to Prioritise and Scale Up High-Return Initiatives and Multiply Business Value

Alexandra-Emily Kokova
Creating value What is a job to be done? Great CX or appropriate CX Deliberate actions & intelligent trade-offs CX Impact in practice Tips to get started CX Impact: The Missing Ingredient A study after study shows that customer experience management is growing in importance for companies. Yet, understanding customers and implementing measures to improve their experience remains a major challenge for CX leaders. Many companies engage in an endless…

How to Link Customer Experience Metrics for Insurance with Business Results

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Customer Experience is a very effective competitive differentiation tool for the insurance industry and in the recent years it has been growing in popularity and investments. However, the pressure on CX executives is increasing to demonstrate the clear link between customer experience metrics for insurance and their impact on financials and business growth. Incumbent insurers are…

Insurance Data Analytics

Nedyalko Kostadinov
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Insurance Data Analytics for Competitiveness and Profitability When it comes to data analytics, vast unexploited opportunities await in the insurance sector. Pressured by tight profit margins and a flooded market, insurers are not blind to the potential advantages of using new technologies to handle their accumulated data. Powerful as it is, the application of actuarial science…