GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Insurance 448

Insurance Marketing Management Customer Experience 448

NICE inContact

MAY 7, 2020

Did you know that Lassie received the very first pet insurance policy in the US in 1982? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US.

Insurance 177

Insurance Customer Experience Industry Policies 177

AWS Machine Learning

FEBRUARY 8, 2024

This post highlights how you can use Agents and Knowledge Bases for Amazon Bedrock to build on existing enterprise resources to automate the tasks associated with the insurance claim lifecycle, efficiently scale and improve customer service, and enhance decision support through improved knowledge management. Which claims have open status?

Knowledge Base 142

Knowledge Base Insurance Policies Groups 142

Alida

JANUARY 26, 2023

The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

Insurance 130

Insurance Customer Satisfaction Study Customers 130

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

Insurance 111

Insurance Industry Customer Experience Self Service 111

SaleMove

DECEMBER 15, 2023

Insurance companies are effectively using SMS to send claim status updates, provide billing reminders and re-engage abandoned applications. The post SMS as Part of Insurance Companies’ Interaction Strategy appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 106

Insurance Interaction Company Strategy 106

AWS Machine Learning

DECEMBER 5, 2023

Insurance companies are burdened with increasing numbers of claims that they must process. Additionally, the complexity of claims processing is also increasing due to the diverse types of insurance documents involved, and custom entities in each of these documents. You could also create facets to display results by a specific author.

Insurance 131

Insurance e-support Training Policies 131

BirdEye

NOVEMBER 9, 2023

In today’s digital era, the online presence of insurance companies holds significant importance, especially on insurance review sites. This blog post aims to shed light on the best insurance review sites empowering your business to enhance its online presence and improve customer experience in the insurance industry.

Insurance 111

Insurance Financial Feedback Consumers 111

GetFeedback

NOVEMBER 25, 2019

Health Insurance: 73%. Life Insurance: 80%. Property and Casualty Insurance: 81%. Financial Advisors: 80%. Fixed-Line Telephone Service: 70%. Food Manufacturing: 82%. Full-Service Restaurants: 81%. Gasoline Stations: 74%. Health and Personal Care Stores: 77%. Hospitals: 76%. Hotels: 76%. Household Appliances: 80%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

AWS Machine Learning

NOVEMBER 18, 2024

The insurance industry is complex and overwhelming, with numerous options that can be hard for consumers to understand. As a result, customers face challenges in selecting the right insurance coverage, while insurance aggregators and agents struggle to provide clear and accurate information.

Insurance 117

Insurance Interaction Policies Knowledge Base 117

MiaRec

JUNE 17, 2024

At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction. Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone.

Contact Center 105

Contact Center Insurance Customer Satisfaction Data 105

SaleMove

APRIL 26, 2024

Based on research with more than 500 insurance agents, these are three top trends shaping the agent-carrier relationship. The post Trends Shaping the Insurance Agent-Carrier Relationship appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 82

Insurance Trends Customer Service Customers 82

MiaRec

JUNE 18, 2024

Here at MiaRec, we have helped hunters of contact centers, including medium-size and large health and life insurance companies, streamline and accelerate their contact center workflows. This significantly streamlines the data capture and entry process.

Contact Center 105

Contact Center Insurance Contact Center Workflow Data 105

ECXO

APRIL 18, 2024

In the 90s he took part in the startup of the first online insurance companies, following the customer’s entire life cycle. Born and bred in Milan, Italy. After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down.

Insurance 334

Insurance Consulting Travel B2B 334

Experience Matters

JUNE 7, 2017

H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […]. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries.

Insurance 262

Insurance Banking Study Groups 262

InMoment XI

DECEMBER 13, 2021

And this isn’t the first time we’ve been ranked on this list. In fact, InMoment has endured the test of time to be ranked on this report regularly over the past two decades.

Analytics 370

Analytics Data Marketing Customer Journeys 370

Kerry Bodine

APRIL 4, 2018

If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. They’ve gotten their auto insurance or procured their MRI machine. And, in turn, that their journeys will end.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

InMoment XI

MARCH 30, 2022

Figures 1&2 / Polarity data visualization from insurance company reviews. Act: NLP enables narratives on topics, trends, and patterns to be developed, along with root cause issues and supporting data.

Data 368

Data Analytics Insurance Analysis 368

MiaRec

DECEMBER 13, 2023

While almost all insurance companies have adopted some form of "traditional" AI and have felt somewhat let down by the lack of transformative change that was promised in the past, there is no doubt that Generative AI has kicked off a tidal shift across the industry that will far surpass previous expectations.

Insurance 111

Insurance Contact Center Industry Company 111

Experience Matters

JANUARY 21, 2020

Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. These reports are based on a survey of 10,000 U.S. consumers and examine almost 300 companies over 20 industries.

Industry 201

Industry Consumers Feedback Insurance 201

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more.

Trends 370

Trends Measurement Customer Experience Entertainment 370

Experience Investigators by 360Connext

JULY 9, 2024

Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Fashion 284

Fashion B2C Hotels Insurance 284

Experience Matters

OCTOBER 1, 2018

Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

InMoment XI

SEPTEMBER 24, 2019

ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members. Addressing Systemic Issues and Using NLP Analytics with Unsolicited Feedback to Eliminate Failure Demand ahm has one of the most sophisticated voice of the customer programs in Australia and is always looking.

Interaction 199

Interaction NPS Insurance Analytics 199

InMoment XI

OCTOBER 10, 2022

The top 10 NPS leaders (those with the highest NPS scores) are USAA Insurance (80%), USAA Banking (78%), Costco (78%), Apple – Laptop (76%), Dillards (75%), and Nordstrom (75%). Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. Learn how to modernize your NPS program for growth and higher loyalty.

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

InMoment XI

APRIL 25, 2024

Insurance customers have different needs and priorities than mortgage consumers do. Insurance Companies Insurance companies need to put a heavy emphasis on agent training and customer service. These interactions need to be positive for your insurance reputation management to improve.

Financial 195

Financial Management Banking Insurance 195

Customer Bliss

SEPTEMBER 25, 2018

You may be a services- or financial-driven Power Core company, or you may be a vertical company, such as insurance. For example: in insurance, we typically find that it’s about the men or the women running the field force. You may be a product-driven company—especially in a lot of technology companies. CX Click To Tweet.

Chief Customer Officer 216

Chief Customer Officer Company Insurance Video 216

Heart of the Customer

MARCH 16, 2021

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs.

Insurance 167

Insurance Healthcare Software Customers 167

InMoment XI

APRIL 24, 2024

These centers typically handle a wide range of tasks, including appointment scheduling, prescription refills, insurance inquiries, and medical advice, among others. Insurance Navigation and Billing Support : Patients often encounter challenges navigating the complexities of health insurance coverage and understanding medical bills.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

ShepHyken

APRIL 29, 2022

For example, the same week the clothing company cleverly retargeted me, I received an email from my insurance company. Your current bill for your [insurance company name] insurance premium is available and ready for payment online at [insurance company name].com/paymybill. Here’s what it said: . com/paymybill.

Insurance 168

Insurance Poor Customer Service Policies System 168

eglobalis

SEPTEMBER 16, 2024

Health Insurer: Blue Cross Blue Shield Case Blue Cross Blue Shield, a U.S.-based based health insurance provider, faced inefficiencies in its customer onboarding process. The result was a significant boost in customer engagement and an increase in product orders as farmers made more informed decisions.

B2B 297

B2B Strategy Customer Experience Customer Journeys 297

CloudCherry

MARCH 14, 2019

ICW Group Insurance Companies is the largest group of privately held insurance companies. She is known for her strong skills like creating brand awareness, building a brand image to a customer and strong customer relationship management. Quoting the nominator-.

Hospitality 236

Hospitality Insurance B2C Groups 236

AWS Machine Learning

SEPTEMBER 13, 2024

In industries like insurance, where unpredictable scenarios are the norm, traditional automation falls short, leading to inefficiencies and missed opportunities. In this post, we explore an insurance claims use case, where we demonstrate the concept of chaining with Amazon Bedrock Agents.

System 136

System Insurance Policies Knowledge Base 136

Beyond Philosophy

JUNE 25, 2020

We did the Emotional Signature research with an insurance company in Georgia. We discovered that one of the most critical points of an insurance company experience occurs in the claims moment, particularly if you’re in the healthcare industry. There are several ways.

Management 188

Management Insurance Net Promoter Score Connections 188

QuestionPro Audience

DECEMBER 4, 2017

Many companies, who have an interested stake in keeping their employees healthy in hopes of cutting healthcare and insurance costs, started offering wellness plans to employees with incentives tied to using wearables to achieve health goals. Currently, about 46% of employers offer fitness trackers as part of their wellness programs.

Technology 247

Technology Exercises Fashion Insurance 247

Customer Bliss

OCTOBER 28, 2020

Camille shared with our audience her insights and advice for experience leaders in the healthcare and insurance industries. Camille is in the insurance industry where she works with multiple customer segments, so there are a lot of moving parts to her work. Guidewell is the parent company of Florida Blue.

Data 189

Data Insurance Healthcare Customer Journeys 189

BlueOcean

OCTOBER 30, 2018

These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area.

Contact Center 132

Contact Center Call Center Insurance Travel 132