The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations. The insurance industry is the perfect example – it is moving from a model where customer interactions are by phone or letter to one that is overwhelmingly driven by digital conversations. Competition is...
For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience.
At a time when customer experience is becoming everyone’s job, it is vital that organizations break down any internal barriers that disrupt the customer journey. Only by working together,across departments, will customers receive the right levels of service and consequently remain loyal to a business.However, many companies remain organized in a traditional departmental...
Back office activities may be unglamorous, but they are vital. Whether ensuring that customers receive the right paperwork, taking payments, making amendments to accounts or organising the dispatch of products, failures lead to frustrated and angry customers, and additional strain on the contact centre.From a customer point of view, requests to the back office appear simple and straightforward. Ex...
Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback and keeping centralised knowledge updated is central to delivering superior customer service.However while most managers understand the importance of knowledge, many are simply not sure where to start...
Despite the explosion of new channels, email is still the first choice for many customers when they want to make contact. Showing the scale of the channel over 2.8 million emails are sent every second and it is predicted that there will be over 4 billion email accounts by the end of 2015.Consumers like the built-in audit trail that email provides, along with the fact that it is simple and straight...
Customers are demanding better service through more and more channels. And they have no patience for roadblocks on the customer journey. According to Forrester 34% give up or go to a competitor after an unsuccessful website experience. Those that do persist tend to switch to your most expensive contact channels – nearly half (49%) of those that couldn’t find information online either c...
Insurers today are facing growing challenges. The rise of the internet, greater competition, diminished customer loyalty and increased claim costs all require a radical shift in approach if insurers are to survive. It is no exaggeration to compare the sector to retail – where the damage caused by changing consumer behaviour has decimated traditional high street players.Efficiently delivering...
Insurance is an industry that has been radically changed by the rise of the internet. The move online has increased competition, particularly with the growth of price comparison sites which have slashed margins and made customer loyalty a thing of the past. But moving to this new, multichannel, customer-centric and low margin world is proving to be a major struggle for many insurers still hampered...
As we’re now well into January, commentators are releasing a growing number of predictions for the customer service market in 2013.The latest is from industry analysts Forrester. While its full trend report will be published later in the month, it has released a sneak preview of where it sees the customer service industry going this year.Essentially it revolves around three areas:The need to...