The Customer Service Dichotomy in the Digital Age

Strategy Meets Action Blog

Boston, MA (Oct. 11, 2017) – Strategy Meets Action, a leading insurance strategic advisory firm, has just published a new blog, The Customer Service Dichotomy in the Digital Age, by SMA Partner Mark Breading.

Customer service is rapidly shifting to self-service, digital, and mobile, with the next wave including chatbots, natural language processing, and AI/machine learning. This new era of customer service promises to be more efficient, more effective, and even fun in some cases. And from a customer perspective, the opportunity to save time and ensure accuracy is a big benefit. For insurers, the potential to optimize resources and reduce expenses is a major driver of activity in this area. However, before we rush headlong into these new customer service options, it might be beneficial to take a look at the reality of technology-based customer interactions today.

Click here to read the full blog.

About SMA

Exclusively serving the insurance industry, Strategy Meets Action (SMA) is an advisory services firm offering retainers, research, consulting, events, and innovation offerings to both insurance companies and solution providers. Learn more about SMA at

SOURCE: Strategy Meets Action (SMA)

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