Everyone is using AI. Insurers today are either actively experimenting with AI, partnering with an AI-powered InsureTech startup, or are unknowingly benefitting from AI through third-party relationships.
September 2, 2020 by Matthew Josefowicz
Customer engagement remains an area where insurers can invest. It’s among the least mature functional areas for insurers across the industry, with substantial variation in deployment rates for technologies: some capabilities, like web/email and 360° customer views, are fairly widespread, while others are still emerging. Many insurers are piloting chatbots, but data capabilities like behavior and value monitoring could be better explored.
Insurers’ relative lack of maturity in customer engagement may be a by-product of the fact that across the industry, customer experience lacks clear best practices: it may be the purview of marketing, technology, or customer service teams, and team sizes and ownership also vary.
September 2, 2020 by Matthew Josefowicz
