The (in)convenient truth about insurance claims
Many insurers mistakenly think improving their customer experience and the claims journey means investing in digital and data. In the...
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“You've got to start with the customer experience and work backwards to the technology.”
Well who would ignore a favourite saying of Steve Jobs?
Celent insight from ITC 2021
"Customer experience is currently a top...
NPS, Retention Rates and beating Digital Disruptors
Insurers achieve an 83% retention rate with an average Net Promoter Score (NPS) of 42. Customers rate "Ease of Tracking a Claim" as more...
Growth, creativity and analytics
"One CMO in our survey said, “You don’t create exciting things for people by figuring out things from data.” Actually, we believe that’s...
Report: Business rate themselves two times higher than consumers on CX experience
I'm not sure really surprises us, many of think we are better than we really are.
We often find that companies work in silos of...
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