All the headlines from our Customer Experience Topic Page, ordered by recency.
Oct 21 2019 // Serving current and former military personnel and their families is what the employees of Military United Insurance (MUI) in Columbia, Mo., do, and they love it.Employee after employee responding to Insurance...
Oct 21 2019 // Among carriers, the silo model in which departments operate independently and do not easily collaborate on common goals is well-documented. Among agents, however, no matter the size, silos can create problems and...
Oct 15 2019 // Erie Insurance has named Karen Rugare to the position of vice president of customer service operations and strategy, effective October 17, 2019. Rugare began her career at Erie 20 years ago as a media and government...
Oct 7 2019 // The medical device industry is an expanding market with significant growth forecasted over the next decade. According to KPMG data, global predictions reveal the life sciences sector will grow by more than 5% per year,...
Sep 19 2019 // The Society of Insurance Research (SIR) will hold their 49th Annual Conference on October 20th – 22nd at the Sheraton Charlotte Hotel in Charlotte, NC and I am thrilled to be attending. The theme for this year’s...
Sep 19 2019 // Getting into the pharmacy business was easy for Amazon.com: It paid $753 million to buy the mail-order startup PillPack. The hard part has been prying patients away from their local drugstore.Since being acquired by the...
Sep 17 2019 // Managing general agent (MGA) Fairmatic has introduced a usage-based insurance model that features monthly commercial auto premium adjustments based on an insured’s driving behaviors.Fairmatic’s...
Aug 22 2019 // In a viral State Farm commercial, Oscar Nunez, playing the role of a friendly, helpful insurance agent, disparages any insurance company that utilizes artificial intelligence in support of customer service...
Aug 19 2019 // Intellectual property (IP) is an area of risk that is underinsured and one that presents interesting opportunities for agents and brokers, according to Erik Alsegard, Intellectual Property practice leader for CFC...
Aug 19 2019 // 1. Quality Sales Managers. Invest in a quality sales manager who knows how to motivate and guide members to their goals.2. Transcribe with AI. Otter.ai is a platform that allows — through the website or mobile app...
Aug 14 2019 // Much is being made of a recent call by Florida Insurance Commissioner, David Altmaier, for insurance companies to “redouble efforts to resolve all open claims…” related to Hurricane Michael. Here’s the...
Jul 25 2019 // Baton Rouge, Louisiana-based workers’ compensation provider, LWCC, has hired Seth Irby as chief marketing and customer experience officer, and promoted Gary Sanders to vice president.Irby brings to LWCC a variety of...
Jul 17 2019 // Floridians are on alert as the state heads into peak hurricane season after three straight years of being impacted by major storms.Meanwhile, the Florida Panhandle continues its recovery from Hurricane Michael that...
Jul 15 2019 // In a viral State Farm commercial, Oscar Nunez, playing the role of a friendly, helpful insurance agent, disparages any insurance company that utilizes artificial intelligence in support of customer service...
Jul 11 2019 // What’s worse: An incident that caused an insurance claim or the claims process itself? Ask a policy holder who has recently lived through a homeowners’ insurance claim process and the results might not be as...
Jul 10 2019 // Austin, TX, July 10, 2019 – Each year, a group of exceptional insurance professionals are chosen by The National Alliance for Insurance Education & Research to represent their states and compete to become the...
Jul 3 2019 // While it typically only takes a short amount of time for a successful breach to compromise data, the amount of time it takes for a breach to be discovered is more likely to be months.This means businesses susceptible to a...
Jul 1 2019 // The combined global losses from natural disasters in 2017 and 2018 were the highest ever for a two-year period. While no single major catastrophe caused massive destruction in 2018, nearly 400 smaller natural disasters...
Jul 1 2019 // U.S. auto insurance consumers are quite happy about their coverage, and a growing shift to direct-to-consumer models has driven much of their good feelings.In a new report, J.D. Power says overall customer satisfaction...
Jul 1 2019 // In my last column, we discussed agents’ critical task of delivering the best possible customer experience to differentiate themselves from competitors. To do that, agents need to closely examine every task they...