The path to a good customer experience is through engagement, and insurance companies already have the data necessary to inform a meaningful, modern client service. (Photo: Anawt Sudchanham/Adobe Stock)
In the age of Amazon, Facebook and Twitter, customers have been conditioned to constantly demand more. More value, more convenience, more everything. And today's customer wants it all for less money.
Part of the "new normal" is realizing that the expectation baseline has changed, and those product companies or solution providers who were simply meeting, and not exceeding, the baseline before are now targets for merger and acquisition (M&A) or in danger of potential insolvency. Providers of everyday products and services are under a full-frontal assault, and innovation is required to just get to the baseline.
Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader
Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
- Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
Already have an account? Sign In Now
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
