Improving CX in today’s omni-channel environment involves a diverse set of tools and solutions that require governance, coordination, and orchestration: Novarica
Boston, MA (May 4, 2021) – Insurers today have access to a wide range of customer experience (CX) tools and solutions to help sell products and maintain the loyalty of policyholders and agents. Navigating these tools requires a clear understanding of their functions, capabilities, and what aspects of customer experience they are designed to study or improve. In a new executive brief, CX Technology in Insurance: Overview and Key Issues, research and advisory firm Novarica classifies and describes the diverse set of CX tools, some of the trends in the CX tech marketplace, and what insurers should look out for when investing in these solutions.
“Consistency is critical to positive customer experiences,” said Paul Legutko, VP of Digital Marketing and Analytics and author of Novarica’s new report. “It is important that these efforts are coordinated so that CX improvements in one channel or journey can harmonize and be consistent with improvements elsewhere.”
Click here for the table of contents or to access the report.
Report Summary
This brief classifies and describes the diverse set of Customer Experience (CX) tools, some of the trends in the CX tech marketplace, and what insurers should look out for when investing in these solutions.
Most insurers today accept the central role of CX in selling products and maintaining the loyalty of policyholders and agents. Through natural evolution and innovation from various disciplines, CX-related tools and solutions have converged in the marketplace so that insurers have a distinct set of CX technology to choose from. Navigating these tools requires a clear understanding of their functions, capabilities, and what aspects of customer experience they are designed to study or improve.
CX includes understanding how customers behave, how they are thinking, and what an individual customer is experiencing. Insurers can adopt technologies that enable the enterprise, engineer these experiences, and analyze behavioral data. Within this rubric lies the scope of CX technology: digital insurance funnels, CX engineering, digital analytics, third-party data and insights, survey tools, social media monitoring, journey mapping, real-time customer engagement, and session recording and playback.
Click here for the table of contents or to access the report.
About Novarica
Novarica helps more than 150 insurers make better decisions about technology projects and strategy. Its research covers trends, best practices, and vendors, leveraging relationships with more than 300 insurer CIO members of its Research Council. Its advisory services provide enterprise phone and email consultations on any topic for a fixed annual fee. Consulting services range from assessments and strategic roadmaps to vendor evaluations. For more information, visit www.novarica.com.
Source: Novarica
Tags: brief, customer experience (CX), Novarica, Omnichannel
