When you consider what customer experience and customer service could be like in the insurance industry, and compare it to what it’s actually like today, it’s easy to see where digital humans fit into the future of insurtech.
A few years back it was easy to feel like a lone voice as the only advocate of how great a personal assistant like Siri would be. Now look at us (including my wife 😊)! We love the fact that without considering someone’s feelings, we can be super direct and just get stuff done – from calling home or working out time zones to just trying to prove a made up fact to friends at dinner.
According to a Walker study, by 2020 customer experience (CX) will have overtaken price and product as the key brand differentiator.
As a result, in almost every sector and industry; the race to the pinnacle of customer experience is resulting in more investment and innovation than ever before.
This is a challenge that contact centre managers and technologists have been tackling for many years; developing the right skills, building process and implementing tools to deliver a truly blended, consistent omni-channel customer experience. This continues to be the elusive holy grail of customer care.