Insurance Innovation Reporter
Changing customer expectations, digital transformation, growth needs in the face of resource scarcity, and environmental concerns are impacting every industry, including insurers. These changes accelerate the demand for new customer value and an enhanced customer experience (CX) is key to creating this value. For many insurers, CX transformation is an active investment area and a critical business objective for 2017. Digital transformation requires a vision of how to fully leverage the changes and opportunities of digital technologies in a strategic and prioritized way.
Watch Now
Cassini Consulting
Virtual assistants are taking over the world. Find out how companies in the financial and insurance sectors are profiting from this mega trend and how chatbots and AI-supported natural language technologies impact customer communications.
Watch Now
One of the most troubling challenges of public records searches is the high rate of false-positive results – especially when certain PII, such as Social Security Number, is not included in the search input. When false positives run rampant, insurers are far less able to implement automation processes because adjusters must manually re-check information.
Watch Now
abi.org.uk
The Financial Conduct Authority’s proposed introduction of a new Consumer Duty has the potential to shift the balance further in the direction of consumers’ rights, setting new standards for insurers, intermediaries and for the wider financial services industry that will go further than the existing mantra of treating customers fairly. Firms will have to put themselves in their customers’ shoes, with an emphasis on outcomes, in what could amount to a legally enforceable duty of care.
Watch Now