Innovation in Insurance: A North American Consumer View
|Targeted News Service|
For most insurance companies, innovation in service technology is necessary in order to deliver consumers' service requirements. This may take the form of new methods of engagement (service via smartphones), the ability to hand off tasks between automated systems and call center personnel (and back again), and/or more efficient management of customer data. But what service innovations carry the most value? Will an insurer gain any benefit in the eyes of consumers if it pursues innovation?
In order to gain insight into these and other questions,
The data both supports and challenges commonly held assumptions about customer experience requirements. For example, consumers confirmed that they value self-service on the web for simple transactions. However, they also expressed a preference for performing complex activities for themselves as well, challenging the assumption that they usually want an intermediary involved.
"Innovation in customer experience is a significant investment area for insurers," says
"We were very pleased with the high level of participation in the survey," adds
This 24-page report contains 13 figures.
See figures and tables here: http://www.celent.com/reports/innovation-insurance-north-american-consumer-view
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