New Talkdesk Research Reveals Key Investment Areas for Improving Insurance CX
Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies, today released a new Talkdesk Research™ report, "Building Loyalty in Insurance Through Elevated Customer Experiences." The report shows that despite an uncertain economy, rising costs, and competitive pricing pressures, an overwhelming majority of insurance organizations (88%) view investment in customer experience (CX) as a strategic priority. The report offers insight into the biggest drivers of CX friction today, their impact on customer loyalty, and how insurers plan to leverage technology in addressing issues with both customer and employee experiences.
"Insurance companies are siloed, and this lack of unified information is resulting in disconnected customer experiences and inefficient support," said Andy Flynn, senior vice president of industries and global customer success, Talkdesk. "The good news is that tools such as AI, analytics, and system integrations allow insurance CX leaders to improve member experiences, while also developing the insights and programs that can help drive increased share of wallet. Whether launching self-service capabilities or empowering associates through information access and targeted training, insurance CX leaders will soon reap the benefits of digital transformation."
Loyalty hitches on improving both employee and customer experiences
Today's economy is creating a perfect storm for insurers as cost pressures, staffing issues, and customer expectations are all growing exponentially. Luckily, these companies recognize the inextricable link between the employee and customer experience, with nearly all insurance CX professionals saying their contact center is a critical part of their CX strategy. The report found insurance CX teams are committed to simplifying customer experiences and empowering associates with the right tools to be as effective as possible.
Mitigating CX friction will help rebuild customer relationships
Insurance processes and channels can be disjointed, ultimately resulting in disconnected customer interactions that decrease the likelihood of retention. Insurers must remove friction from the moment customers navigate to or access customer service, during the interaction, and in the converstions following the initial touchpoint.
Artificial intelligence presents a unique opportunity for insurers to enhance CX
Over the next two years, insurers will take a proactive approach to launching new technologies that allow them to improve service accessibility, consistency, and overall quality. Automation will be a key investment area to improve data collection and analysis, while empowering agents with knowledge and guidance to navigate CX complexities.
For more on the survey findings and recommendations on next steps, download "Building Loyalty in Insurance Through Elevated Customer Experiences."
The Talkdesk Research quantitative online survey was conducted in December 2022 among qualified customer experience professionals across the U.S. and Canada. Responses were collected from 190 CX professionals employed by insurance brokers and carriers with at least 100 employees. CX professionals represented leadership and management for customer service and support, customer experience and relationship management, CX operations, and contact center agents.
Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers' most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.
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