• Subscribe   
  • Subscribe   

Insurers - focusing on cutting costs alone, could be damaging your CX

Cutting costs won’t cut it with insurance customers.

89% of insurance customers say they have switched carriers because of a poor customer experience.

The focus on cost cutting alone, perpetuates this issue. Instead Insurers need to differentiate themselves by making investments in CX, which includes their customer communications.

Our expert’s opinion:

Insurers must move away from the ‘cost savings’ mindset and focus on enhancing the CX by engaging with customers digitally and tracking their behavior to consistently improve the relevance of customer communication. The return on investment will be loyal customers who won’t be tempted to switch to another carrier. This should be the number one priority for insurers, as CX is now the key competitive differentiator  – over product and price. A good place to begin is to review and align your digital communication strategy – if your customer messaging works to enhance CX – this will become your key differentiator. These are some ways digital communication can effectively drive CX in the insurance industry:

  • Digitizing the customer experience (send bills, policies and other communication digitally)
  • Converting customers from analogue to digital processes
  • Using data to create personalized communications which drives customer engagement and satisfaction
  • Placing custom offers into the body of the email –  customers want relevant marketing information that is personalized according to their interests and life stage

Please enter your details to get the Digital Engagement in the Insurance Industry Insight emailed to you:

By submitting your details via this form, you are consenting that we receive and store your information for the exclusive purpose of contacting you (if requested).
  • We will not share or publish your information or process it for any other reason.
  • Once your request is fulfilled, we will either delete your information or request your consent for further processing.
  • Please find additional information in our Privacy policy.
View our Terms of use | Protected by reCAPTCHA.
Elizabeth Stephen

Elizabeth Stephen

VP of Customer Engagement, The Americas

We can support your CX initiatives by helping you digitally transform your customer communications