Quadient Blog

Connecting ideas and people.

Solving the mystery: How insurers can overcome common challenges of implementing a great CX strategy

Posted by Andi Dominguez on Wednesday, April 10, 2019 - 15:33

According to a survey conducted by Forrester, and Heidrick & Struggles, 84% of Customer Experience (CX) pros said that their insurance firms place CX as a higher priority than two years ago. 76% of the executives surveyed said that improving CX is a high or critical priority.

With this level of conviction, the customer experience these insurance organizations are delivering must be outstanding.

Delivering choice, convenience and personalized service in the digital age

Posted by Andi Dominguez on Thursday, April 4, 2019 - 22:24

Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.  

Insurers can see the future. So, what’s holding up the party?

Posted by Andi Dominguez on Tuesday, February 12, 2019 - 18:20

Insurers are still playing catch-up with the needs and expectations of today’s digital savvy customers.

These hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis.

Don’t Throw All Your Eggs into the Digital Basket: Why Insurance Companies Should Employ a Hybrid CX Approach

Posted by Rob Daleman on Wednesday, February 6, 2019 - 19:45
Digital. Digital. Digital. It’s been all the talk, not just in the insurance area, but in every industry. If you want to stay competitive and maintain customer loyalty you need to go digital. Customers don’t want call centres and brick and mortar locations any more, they want digital experiences, right? Wrong. New research from Forrester’s Customer Experience Index (CX Index™) reveals that committing to a full-on digital approach may actually lead to failure. Read more.

Did you ever have to make up your mind?

Posted by Andi Dominguez on Tuesday, January 29, 2019 - 19:58
Customer experience (CX) metrics are important. Insurance companies can use them to: 1. communicate the rationale for previous investments, 2. validate whether improvements to the customer experience have taken place, 3. set goals and targets for future improvements, and 4. intervene when remedial action is needed. But there’s a problem...

It’s a Must in the Digital Age: a Seamless, Efficient Claims Process

Posted by Andi Dominguez on Thursday, January 24, 2019 - 22:25

The arrival of the digital age has created higher customer expectations. Today’s customer expects whatever organization they’re interacting with, no matter what the industry, to provide a seamless, efficient, omni-channel experience.

The majority of large retail and investment banks were early adopters of digital strategies which allowed them to be some of the first organizations to digitally transform themselves and keep pace with customer expectations.

Calculating the True Cost of Your Customer Communication Strategy

Posted by Scott Draeger on Monday, January 21, 2019 - 17:21
Editor's Note - This article was originally published in Document Strategy Media on January 8, 2019. As customer experience (CX) thinking continues to take center stage in leading enterprises, customer communications are seen as critical for bringing improved customer experiences to fruition. In shifting customer communication to a strategic function, it is important to know the true costs involved in communicating with customers in order to have a clear understanding of the return on investment.

Want to stay ahead of the game? Make sure you know your customer’s journey

Posted by Laurent Ghio on Thursday, January 17, 2019 - 17:35

For almost every industry, the balance of the power is with the customer as a result of digital technologies. More and more customers are using digital tools and platforms to research, plan, book, transact and share what they do with organizations and the number of people who do so is growing steadily.

 

Customer Blog: Preparing an executive demo of Quadient® Inspire

Posted by Mitch Kocen on Thursday, January 3, 2019 - 22:09

Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation. How are you going to wow them?

Why insurance companies need to mind the gaps when it comes to customer experience

Posted by Andi Dominguez on Friday, December 21, 2018 - 15:52

Anyone who has ever had to make an insurance claim knows that even when it’s a minor claim it’s an inconvenience.

The arrival of digital has improved the process significantly -- from digitizing communications to automating processes (digital has transformed how insurers operate and how they communicate).

TAM: it stands for “Technical Account Manager” and “Success”

Posted by Greg Park on Tuesday, December 11, 2018 - 23:24

Whenever an organization commits to implementing a new IT solution they do so with the goals being seamless integration with their existing infrastructure, attaining the results they envisioned and optimizing their return on investment. In most cases these goals are achieved while in the hands of an organization’s internal IT resources. However, sometimes the addition of an individual well-versed in the chosen solution is required to reach project success.

 

How to know if Mr. Müller and Mr. Muller are the same person

Posted by Esther Labrie on Tuesday, December 11, 2018 - 18:03

The Internet and digital communications capabilities have allowed organizations in every industry to expand business beyond their home borders and attract customers from around the globe. If companies want to maintain their global footprint and continue to grow, it’s imperative that they can trust their global data.

 

Using Digital Transformation to Deliver a Better Customer Experience

Posted by Andrew Stevens on Tuesday, December 11, 2018 - 17:10

An important point for members of the FI industry to acknowledge is that they are not in the business of providing financial services and products; they are in the business of providing customer experience.

 

If they don’t already think this way, they should.

 

Customer expectations for every organization in every industry have changed and the FI industry is not immune to these expectations.

Two interviews with digital transformation leaders in Chile

Posted by Antoine Hemon-Laurens on Monday, December 3, 2018 - 20:45
In this post, I relate a series of interviews conducted with leading digital transformation leaders working for companies in Chile. The theme of these interviews was about the impact of digital transformation on their industry. 

Becoming Connected: Putting All the Pieces Together

Posted by Andi Dominguez on Friday, November 9, 2018 - 17:16

As insurance carriers continue to intensify their focus on customer experience (CX), they are working hard to create an executable strategy that can successfully pull together traditional customer service, multichannel customer touchpoints and social outreach. However, there are three key challenges that need to be addressed when it comes to communicating with customers in a way that improves the customer experience.

Enhance CX by capitalizing on these key trends from APAC

Posted by Elicia Chan on Tuesday, October 9, 2018 - 22:32

Organizations that have made the commitment to being customer experience (CX) oriented generate 5.7 times more revenue than companies that haven’t made customer experience a priority.

Studies show that 81% of customers are willing to pay more for good service.

Companies that deliver a great customer experience outgrow companies that do not.

Brands that provide a superior customer experience become more profitable.

Why insurance companies should put Quadient at the top of their consideration list

Posted by Andi Dominguez on Monday, September 24, 2018 - 21:01

Is the insurance company you work for in the process of assembling a shortlist of potential Enterprise Content Management (ECM) and Customer Communications Management (CCM) solutions? 

Read the recently published Novarica Market Navigator report which summarizes the requirements of insurers and the capabilities of the Quadient CCM offering, and you’ll appreciate why Quadient is the solution of choice for many insurance organizations.

Here are some of the highlights from the report:

Reviewing the big picture 

ECM

CCM and the Cloud – The Sky’s the Limit

Posted by Rob Daleman on Friday, August 31, 2018 - 21:02

Customer communications management (CCM) systems are often overlooked when it comes to the cloud.

 

This is a mistake.

 

Insurance companies face an Amazonian threat – but does it demand a herculean reaction?

Posted by Simon Perry on Wednesday, June 20, 2018 - 23:31

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim. 

Is the Chief Growth Officer the new CMO?

Posted by Tamir Sigal on Tuesday, May 1, 2018 - 15:32

Disruption is the new normal in almost every industry.  In a recent survey by KPMG, 74% of CEOs stated that their organizations are actively disrupting the sector in which they operate, and 65% see disruption as an opportunity rather than a threat.

 

Attitudes on Business graphic