Customer Experience in the Age of Digital Insurance

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Liza Smith, Senior Vice President – Sales, Marketing & Consulting, OneShield Software

Developing a compelling customer experience has become a top priority for carriers, who know that insurance has become one product among many, from the perspective of consumers. That being the case, insurers are striving to create a competitive digital customer experience—from the new business process through policy maintenance, claims, and renewal.

In this podcast, Anthony O’Donnell, Executive Editor, Insurance Innovation Reporter, asks Liza Smith, Senior Vice President – Sales, Marketing & Consulting, OneShield Software, how customer expectations are driving an imperative for insurers to deliver a digital customer experience. The discussion explores insurers’ long struggle to become customer-centric, and what that ultimately means for an insurance organization, in terms of both technology and culture. It also addresses some of the most important technologies insurers are grappling with, and looks at some of the most important characteristics of a compelling digital customer experience.