All the headlines from our Customer Experience Topic Page, ordered by recency.
Oct 19 2020 // Saying this year has been a game changer for small business is an understatement.The pandemic is forcing small businesses, including independent agents, to do what they should have been doing all along — making...
Oct 19 2020 // The Continuing Struggle to Bring Collaboration and Connection to P/C Agencies, Carriers and VendorsTechnology is helping the insurance industry in many ways. Technology is helping insurers to better understand the risks...
Oct 19 2020 // Always do what’s best for the customer.That’s one of the guiding principles at Schaumburg, Ill.-based DSP Insurance Services that employees cited over and over again in 2020 Insurance Journal’s Best...
Oct 12 2020 // Austin, TX October 12, 2020 – Judi Vaughn, CIC, CISR, Account Manager for Kysar Leavitt Insurance Agency, in Farmington, New Mexico, has been awarded the most prestigious honor available to insurance customer service...
Oct 9 2020 // Branch staff at some of Britain’s biggest banks say rules that require them to store phones in lockers while at work are putting them at undue risk of COVID-19 from colleagues and customers, as they cannot use the...
Oct 5 2020 // Not all insurance agents are created equal.At least that’s what William A. Smith & Son Insurance states on its website, a claim that speaks to the agency’s mission of serving clients and employees through...
Sep 25 2020 // A divided Michigan House voted on Sept. 23 to shield health providers and businesses from coronavirus-related lawsuits filed by patients, employees or customers, advancing bills that majority Republicans said would give...
Sep 24 2020 // The investment will empower insurance companies, banks, and other financial institutions to build and optimize digital journeys with an AI-powered no-code platformTel Aviv, Israel – September 24, 2020 – EasySend, the...
Sep 23 2020 // Back in March and April, I gave two webinars on COVID-19 for the Academy of Insurance.If you haven’t had a chance to take those, click here to get the Academy of Insurance COVID-19 related classes. One of the topics...
Sep 14 2020 // COVID-19 has changed many things in the insurance industry. Seemingly overnight everyone is working from home and the companies with the best digital customer experiences have the advantage.Yet, commercial lines insurance...
Aug 24 2020 // Independent agencies, like every other business, are living in a data-driven world. The value of data — including how and when it’s used and for what purpose — continues to evolve. As the value of data to...
Aug 24 2020 // 1. Offset Negativity. What can you show your clients that you are doing to help them during the pandemic? Everyone is tired of hearing how all their business income (BI) claims are denied. What are you doing to offset all...
Aug 24 2020 // Business owners and consumers are rethinking their finances and insurance needs due to the current economic uncertainty. However, new research suggests insurance customers and their agents are not always on the same page....
Aug 7 2020 // Business owners and consumers are rethinking their finances and insurance needs due to the current economic uncertainty. However, new research suggests insurance customers and their agents are not always on the same page;...
Aug 6 2020 // Insurtech was once the Wild West of the insurance industry. Many of insurtech’s early players came from outside insurance after observing the industry struggle to deliver what was, in their view, a competitive...
Jul 22 2020 // I was recently asked this question.What do you think about efforts to simplify policy language? The answer is never as simple as it seems at first.The simple answer is that I’m for making the insurance policy easier...
Jul 20 2020 // Independent agencies, like every other business, are living in a data-driven world. The value of data — including how and when it’s used and for what purpose — continues to evolve. As the value of data to...
Jul 7 2020 // Has the coronavirus experience changed how property/casualty insurance professionals view their jobs?Yes and no. The biggest change is that many in the industry learned they can do their job from home, and most, although...
Jul 6 2020 // This morning, I wrote an article for the CPCU CLEW (Coverage, Litigators, Educators & Witnesses) Interest Group called “On Becoming an Insurance Coverage Nerd.” This afternoon, in this column, I get to...
Jul 6 2020 // According to the IBM “Cost of a Data Breach Report, 2019”, business interruption (BI) represents 36% of the cost of a cyber breach, averaging a whopping $1.42 million per breach. The report states that, for the...