HFS PODCASTS

Unfiltered Stories | Understanding and executing insurance customer experience transformation

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In this edition of Unfiltered Stories, Sam Duncan, Practice Leader at HFS Research is in conversation with Tami Boswell, Director, Consumer Markets Operations at Aflac and Anshu Biswas, VP, Global Head of Life and Benefits Insurance at Sutherland to discuss about the current state of customer experience (CX) in the insurance industry and the efforts being made to improve it.

Some of the key takeaways from this discussion includes:

  • The insurance industry is experiencing a shift in mindset towards prioritizing customer experience (CX) and recognizing the need to go beyond transactional interactions.
  • Insurers are leveraging data and emerging technologies to create personalized and seamless customer experiences.
  • Benchmarking against best-in-class experiences across industries is crucial for insurers to meet customer expectations.
  • Balancing regulatory requirements with delivering exceptional customer experiences is a challenge in the insurance industry.
  • Improving CX requires a combination of digital platforms, human interactions, and continuous feedback loops.
  • Insurers should focus on developing their CX internally while also leveraging third-party service providers for outside perspectives and technological expertise.

    • Read the associated report Market Impact Report titled “Insurers must confront the reality of their CX and move beyond transactional mindsets” here: https://www.hfsresearch.com/research/sutherland-insurance-cx/

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