Insurance - A Closer Look

While generational change is still buffeting the Insurance Industry, many insurers are becoming more comfortable with new technologies and changing from product-focused to customer-centric organizations.

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CHALLENGES

Insurance companies face significant global headwinds in 2020 with the global health crisis swirling. In the backdrop insurers are according to PWC, feeling the challenges moving away from being product-focused organizations with siloed functions and having to cope with forces from outside the industry that are profoundly shaping and influencing customer expectations.

This has resulted in customers expecting a much faster, transparent, and more intuitive experience than they’ve ever had before. Not only has this resulted in a different customer mindset, it also means that every level of the marketing and sales funnel has the opportunity for – and challenge of – a much higher level of engagement.

Add Voice Data to the Credit Union data package to significantly increase member and employee Insights.

OPPORTUNITIES

• Improving customer experience with data analytics.

• Getting value from the digital journey.

• Gaining insights from experience design.

• Seeking expense efficiencies and variabilities of costs.

• Managing conduct risk and regulatory headwinds.

• Climate and macroeconomic risk.

• Being smarter with Marketing Efforts.

• Growing Insured share of wallet and book value.

• Managing culture and compliance.

ACTIONABLE OUTCOMES

Use Call Journey solution connecting audio conversation data from the Credit Union’s Genesys environment into the Members Microsoft Eco System.

• Use Call Journey solution connecting audio conversation data from the Credit Union’s Genesys environment into the Members Microsoft Eco System.

• Create predictive NPS to enhance member insights.

• From thousands of member conversations. supercharge your customer journey’s strategy.

• With voice data being added to the data mix gain insights into triggers and events to improve marketing ROI.

• Increase revenue per member by better understanding buying opportunities via conversations.

• Assess customer sentiment across contact channels with voice data playing an integral part.

• Automate QA processes to assess 100% over voice interactions to manage conduct, culture and compliance.

• Track virtual real time agent engagement via voice emotion and sentiment analytics.
  Ascertain the context of voice calls re key events (i.e. Coronavirus).