Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more. They want quality conversations with brands if they are to remain loyal for the long term. This is equally true, whatever sector you operate in as shown by the findings of Eptica’s 2017 Insurance Customer Conversations study.
As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.
When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.
All organizations understand the importance of customer experience to the bottom line. CX is at the heart of differentiating yourself from the competition, whatever sector you are in, and key to retaining customers. How can CX teams demonstrate ROI in concrete terms?
Using social media for customer service has been around since channels such as Facebook and Twitter first sprang to prominence. The combination of being easy to use and very public forums mean that consumers quickly understood the power it gave them to interact with brands, with the aim of getting fast, accurate responses to queries and having their problems solved.
The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain. How are insurers responding?
Artificial intelligence (AI) is currently the hottest topic in customer experience, with brands exploring how they can use digital technology such as chatbots to deliver the fast, accurate and personalized service that consumers demand. AI will radically change how customer service teams operate, with Gartner predicting that it will disrupt the jobs of 1 million phone-based customer support agents...
The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. When they do make contact, these ‘autonomous customers’, as BT has described them in a global research study, want fast, accurate service that minimizes their effort
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