| April 23, 2014 Enhancing the customer experience is now a top priority for virtually every organization of any size around the world. Realities are that being able to properly interact with customers in a multiple media/multi-channel world, however, presents challenges. The insurance industry, which is extremely customer interaction intensive, is an example of the challenges that must be overcome since just making all of the channels available for customer interactions is merely a technology starting point and not necessarily a new and better way of doing business.
In the insurance business, success has always been centered on the relationship. Agents are often engaged in personalized selling, focused on building the relationship for optimal impact and profitable sales. When a claim must be made, the agent may be involved, but it also draws in the skills of the larger staff. Call center agents, supervisors and claims adjusters could enter into the mix, all contributing to the experience...Read More
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