Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
How Emerging Risks for Medical Device Manufacturers Create Opportunities for Agents
Oct 7 2019 // The medical device industry is an expanding market with significant growth forecasted over the next decade. According to KPMG data, global predictions reveal the life sciences sector will grow by more than 5% per year,...
The Lowdown: Reimagining Research to Recognize Emerging Insurance Industry Trends
Sep 19 2019 // The Society of Insurance Research (SIR) will hold their 49th Annual Conference on October 20th – 22nd at the Sheraton Charlotte Hotel in Charlotte, NC and I am thrilled to be attending. The theme for this year’s...
How Pharmacies Are Resisting Amazon’s Attempt to Corner Their Business
Sep 19 2019 // Getting into the pharmacy business was easy for Amazon.com: It paid $753 million to buy the mail-order startup PillPack. The hard part has been prying patients away from their local drugstore. Since being acquired by the...
Fairmatic Bets On Driver-Driven Premium Adjustments to Score in Commercial Auto
Sep 17 2019 // Managing general agent (MGA) Fairmatic has introduced a usage-based insurance model that features monthly commercial auto premium adjustments based on an insured’s driving behaviors. Fairmatic’s...
Crying Robots Aside, Insurance Industry Shouldn’t Fear Artificial Intelligence: Viewpoint
Aug 22 2019 // In a viral State Farm commercial, Oscar Nunez, playing the role of a friendly, helpful insurance agent, disparages any insurance company that utilizes artificial intelligence in support of customer service...
How Intellectual Property Compares with Cyber
Aug 19 2019 // Intellectual property (IP) is an area of risk that is underinsured and one that presents interesting opportunities for agents and brokers, according to Erik Alsegard, Intellectual Property practice leader for CFC...
101 Sales & Marketing Ideas For Agencies
Aug 19 2019 // 1. Quality Sales Managers. Invest in a quality sales manager who knows how to motivate and guide members to their goals. 2. Transcribe with AI. Otter.ai is a platform that allows — through the website or mobile app...
4 Facts that the Number of Open Michael Claims Won’t Tell You
Aug 14 2019 // Much is being made of a recent call by Florida Insurance Commissioner, David Altmaier, for insurance companies to “redouble efforts to resolve all open claims…” related to Hurricane Michael. Here’s the...
Louisiana Workers’ Comp Carrier, LWCC, Adds Irby, Promotes Sanders
Jul 25 2019 // Baton Rouge, Louisiana-based workers’ compensation provider, LWCC, has hired Seth Irby as chief marketing and customer experience officer, and promoted Gary Sanders to vice president. Irby brings to LWCC a variety of...
Florida Gets Ready for Peak Hurricane Season After 3 Years of Major Storms
Jul 17 2019 // Floridians are on alert as the state heads into peak hurricane season after three straight years of being impacted by major storms. Meanwhile, the Florida Panhandle continues its recovery from Hurricane Michael that...
The Potential of Artificial Intelligence
Jul 15 2019 // In a viral State Farm commercial, Oscar Nunez, playing the role of a friendly, helpful insurance agent, disparages any insurance company that utilizes artificial intelligence in support of customer service...
Why First Notice of Loss Is Key to Customer Satisfaction: Viewpoint
Jul 11 2019 // What’s worse: An incident that caused an insurance claim or the claims process itself? Ask a policy holder who has recently lived through a homeowners’ insurance claim process and the results might not be as...
The National Alliance for Insurance Education & Research Announces STATE WINNERS of the 2019 OUTSTANDING CSR OF THE YEAR AWARD
Jul 10 2019 // Austin, TX, July 10, 2019 – Each year, a group of exceptional insurance professionals are chosen by The National Alliance for Insurance Education & Research to represent their states and compete to become the...
Data Breaches That Take Minutes to Occur, Often Require Months to Discover
Jul 3 2019 // While it typically only takes a short amount of time for a successful breach to compromise data, the amount of time it takes for a breach to be discovered is more likely to be months. This means businesses susceptible to a...
Preparing for the Unpredictable Talent Considerations for CAT Season
Jul 1 2019 // The combined global losses from natural disasters in 2017 and 2018 were the highest ever for a two-year period. While no single major catastrophe caused massive destruction in 2018, nearly 400 smaller natural disasters...
Direct Auto Purchasers Show Better Carrier ‘Satisfaction’: J.D. Power
Jul 1 2019 // U.S. auto insurance consumers are quite happy about their coverage, and a growing shift to direct-to-consumer models has driven much of their good feelings. In a new report, J.D. Power says overall customer satisfaction...
Customer Experience Starts With Marketing Communications
Jul 1 2019 // In my last column, we discussed agents’ critical task of delivering the best possible customer experience to differentiate themselves from competitors. To do that, agents need to closely examine every task they...
What to Expect in Agency Technology
Jun 21 2019 // To say the agency technology space is robust is an understatement. Right now, the industry is seeing an “onslaught of technology available to enable agents and brokers to better manage, not only their business, but...
Auto Insurance Buyers’ Satisfaction Rises When They Are in Driver’s Seat
Jun 20 2019 // U.S. auto insurance consumers are quite happy about their coverage, and a growing shift to direct-to-consumer models has driven much of their good feelings. In a new report, J.D. Power says overall customer satisfaction...
Notes on Public Adjusters
Jun 19 2019 // I recently had a conversation about public adjusters. Here’s the short version of that conversation. What is a public adjuster? Would you recommend someone use a public adjuster? That made me think that we could...
