Customer experience in insurance: Transforming CX from problem to profit
The UK insurance sector is a powerhouse – employing over 300,000 individuals - but it is faced with myriad challenges, ranging from commodity pricing pressures to increasingly complex regulations.
Adrian Swinscoe, a customer experience expert, advised a group of insurance professionals at the Royal Institution of Great Britain, how to stop the slide and help develop CX as a competitive differentiator and growth driver for their business.
What we covered
- Research findings to reveal the state of CX in the UK insurance sector
- The market pressures that are making CX so important to UK insurance firms
- How digital disrupts customer interaction across different generations of customer
- Lessons that can be learnt from CX leaders around the world to apply to the insurance sector