All the headlines from our Customer Experience Topic Page, ordered by recency.
Jun 17 2020 // As businesses reopen across the U.S. after coronavirus shutdowns, many are requiring customers and workers to sign forms saying they won’t sue if they catch COVID-19.Businesses fear they could be the target of...
Jun 11 2020 // Remember all the talk that digital transformation would disrupt the auto insurance industry? Well, it’s real, according to the consultants at J.D. Power.The firm says its 2020 U.S. Auto Insurance Study proves that...
Jun 2 2020 // Significant investments in direct-to-consumer website and mobile design have helped property/casualty insurance companies improve their digital service and shopping experiences. Consultants at J.D. Power say insurers have...
May 21 2020 // Two federal class-action lawsuits have been filed against ADT, one of the largest security companies in the country, alleging that an employee spied on customers and children in Texas over a seven-year period through their...
May 21 2020 // Imagine your company having a Halloween party: Employees show up wearing costumes mocking your customers, says the chief executive of a New York commercial insurance brokerage we recently interviewed. “Now imagine...
May 18 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...
May 14 2020 // Republican legislators in Kansas are joining a broader effort to shield doctors, hospitals and businesses from lawsuits stemming from the coronavirus, with business and medical groups pushing them to act quickly.The effort...
May 13 2020 // Customer service representatives holding a particular Florida insurance license will be able to continue conducting business remotely until at least July 7.A directive issued by Florida CFO Jimmy Patronis that allows...
May 8 2020 // California restaurants have drafted a plan to allow the industry to reopen for sit-down dining with an array of safeguards while avoiding possible requirements that customers have their temperature taken and the number of...
Apr 20 2020 // Whenever U.S. stores, restaurants and theaters reopen from coronavirus shutdowns, they may face an unexpected problem: lawsuits from sick patrons and workers.Business owners hit hard by Covid-19 are eager to get back to...
Apr 14 2020 // Shelter Insurance, based in Columbia, Mo., and its subsidiaries AmShield Insurance, Haulers Insurance, and Say Insurance, is joining other insurers in offering assistance to auto insurance policyholders.The company said it...
Apr 13 2020 // “I’m shocked, just shocked that you’re suggesting that during a crisis that insurance companies might in fact be considered the villains. I’ve never heard that before.”That’s Richard...
Apr 8 2020 // The family of a Walmart Inc. employee in Illinois who died after contracting COVID-19, the illness caused by the novel coronavirus, has filed a lawsuit accusing the retail giant of failing to adequately screen and protect...
Apr 6 2020 // Imagine your company having a Halloween party: Employees show up wearing costumes mocking your customers, says the chief executive of a New York commercial insurance brokerage we recently interviewed. “Now imagine...
Mar 30 2020 // While the property/casualty insurance industry is fighting attempts to force it to pay for the huge business income losses that it says most policies were never intended to cover, some individual insurers are finding small...
Mar 27 2020 // Drivers for the online food delivery service Postmates Inc. are employees who are eligible for state unemployment insurance, New York’s top court has ruled.The ruling upsets the “gig” business model of...
Mar 23 2020 // Digital transformation is making it possible for the insurance industry to engage customers with personalized interactions that lead to products and services tailored to their individual insurance needs.Unfortunately, the...
Mar 19 2020 // During her career, Karen White, the CEO of RMS, has had a front-row seat to observe what happens with companies and industries in transformation and how enormous value—and disruption—can be created.While some people...
Mar 17 2020 // Florida’s state of emergency due to the rapid spread of coronavirus in the state, and throughout the country, has created a need for many workers to work remotely. However, certain licensed insurance employees were...
Mar 11 2020 // Margaret Bordelon can still feel the hands of the drunk man who tried to pull her in for a kiss at the end of his Uber ride last September in Lafayette, Louisiana.An Uber driver for only a few months, Bordelon, 45, finally...