Keeping the human touch in the digital insurance age
Property Casualty 360 | November 2019
Insurance carriers are increasingly choosing to make processes fully digital, instead of having their employees speak with insureds in real-time. As automation tools and advanced technologies become readily accessible, it’s important to recognize both the benefits and pitfalls of this strategy. Using technology without understanding the implications on the overall customer experience can have detrimental effects (i.e. frustration or skepticism) on the relationships you build with policyholders.
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