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April 6, 2020

MarTech and CX in Insurance

Those in charge of digital marketing understand the challenges around figuring out whom to target, where to drive them, and how to manage and optimize digital media. Insurers can find it hard to justify investments in the most exciting advances in marketing technology and analytics—the presence of intermediaries can make traditional demand-gen and lower funnel prospect acquisition hard to...

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Paul Legutko

October 21, 2019

Billing Is Now Part of the Customer Experience

Billing is no longer purely financial. Most insurers view billing as a critical aspect of customer service, especially since consumers now view options like online self-service as a basic offering. Customer expectations of today are set by industries like retail and banking; people want to be able to conduct even complex transactions anywhere and anytime. Property/casualty carriers are...

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Martina Conlon

May 14, 2019

Come On, Zelle!

I love Zelle! In fact, I was one of Zelle’s earliest adopters in the days when it was clearXchange. In my opinion, being able to send payments to another person from my bank account using my mobile phone is the best invention since sliced bread and online banking (which eliminated the need to ever balance a checkbook again). Every time I need to pay someone, I try to use Zelle. And I really am a...

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Talie Baker

April 16, 2019

How to Beat Amazon at Customer Experience

Uh-oh… Amazon just entered your market, acquiring a competitor in your product category and bringing all of their technology, customer experience and logistics capabilities to go after your customer. How will you stay competitive? Grocery stores found themselves asking that question in August of 2017 when the giant online e-commerce platform acquired brick-and-mortar grocery chain Whole...

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Tom Benton

May 31, 2017

Balancing Fraud Prevention and the Customer Experience at Financial Institutions

Just a few brief years ago, financial institutions (FIs) weren’t really focused on the customer experience. With the exceptions of making sure ATM downtime was minimized, branches were staffed appropriately, contact center calls were answered within acceptable time frames, and the online banking system worked properly, bankers were just doing business as usual. The world has changed dramatically...

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Shirley Inscoe