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Nowadays, we are immersed in a world where customer experience (CX) is crucial for the success of any business. Specifically, insurance companies are currently facing a highly competitive environment where differentiation goes beyond simply offering products and services.
At Plusnet Solutions, we understand that this situation is also repeated in other industries with which we work closely on a daily basis in many projects. After all, in these more than 20 years of experience we have in the sector, we have witnessed how the landscape of customer service has evolved drastically.
Thus, customer experience (CX) has become a key factor in retaining customers and maintaining relevance in a saturated market. According to the “The State of Connected Customer” survey conducted by Salesforce, 84% of customers consider the company’s experience as important as its products or services. From service personalization to the integration of emerging technologies such as artificial intelligence and voice analysis, we have seen how companies are adapting to consumer demands and redefining what it means to provide exceptional service.
However, if we return to the insurance sector, it is important to note that the expectations and demands of customers in this sector have evolved exponentially: the market has become saturated with a greater variety of products and possibilities, leading to more informed customers with varied requirements and desires. To address this evolution, insurers must be more agile, work faster, and prioritize a better CX.
Overcoming digital transformation challenges in CX
According to the same Salesforce study, 88% of insurance customers prefer highly personalized services and are willing to accept integrated products (for example, a package that includes home, life, and car insurance), highlighting the importance of offering more transparent experiences.
However, the transition from legacy systems to modern platforms can disrupt service, making it difficult to maintain a positive customer experience during the migration process. Not only that, but these challenges can include incompatibility between the systems used and newer digital solutions, making data transfer and process synchronization difficult.
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CX Trends in 2024: technological innovations and advanced solutions
At Plusnet, we understand these challenges and work closely with our clients to identify and overcome obstacles during the migration and digital transformation process. For this reason, we have been developing solid integration solutions and strategies for years that guarantee a smooth transition and an optimized customer experience at all stages of the project.
In the current landscape of the insurance industry, CX trends for 2024 are marked by the adoption of advanced technologies and solutions that transform the way these companies interact with their customers.
The implementation of omnichannel tools and solutions and the integration of artificial intelligence systems in contact centers allow for smoother and more personalized experiences. Not to mention that these technologies not only improve operational efficiency but also increase customer satisfaction by providing quick and accurate responses to their needs.
Let’s look at some real-life cases we have carried out with insurance industry clients:
Voice Biometrics: CX and security
A notable example is our collaboration with a major Spanish insurer that sought to streamline telephone authentication and improve security without sacrificing the customer experience. We successfully implemented voice biometrics technology in their contact center, significantly reducing customer identification times and operating costs while ensuring fraud protection.
AI and Omnichannel: CX and Personalized Assistance
Another illustrative case is the project we carried out for another major insurer, whose goal was to offer highly personalized and efficient customer service for emergency situations, such as tow truck requests. By integrating artificial intelligence systems and digital channels, we ensured smooth and seamless interaction between the user and the insurer. This allowed the insurer’s conversational agents to quickly identify the user’s needs, geolocate the nearest required assistance, and coordinate an effective response, providing an uninterrupted omnichannel experience.
At Plusnet, we work to help insurance companies tackle the challenges of digital transformation and improve their customer experience: from implementing technological solutions to providing continuous support, we offer a comprehensive approach to drive business success.
And if you want to know how we can improve your business’s CX, all you have to do is contact us!