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Incorporate Test-&-Learn Cycles for Optimal Customer Experience
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Kelly22
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Kelly22,
User Rank: Author
12/1/2014 | 4:35:26 PM
Re: Building a better experience
It's crazy how much insurers can learn about how customers interact with their website offerings. With that much detailed data, businesses have the opportunity to learn about, and fix, even the tiniest errors in their online experience.
Becca L
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Becca L,
User Rank: Author
11/30/2014 | 11:03:22 PM
Re: Building a better experience
Great article! The more data insurers capture the better to build tests with predicative analytics. Today's tools show you where people are hovering their mouse and for how long, and if they start to fill out forms or type something into a search field and abandon half way. Firms need to direct resources to these high drop-off areas and gather data on the micro-behaviors that prempt abandoment. It will help direct tests of new customer experience.
Kelly22
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Kelly22,
User Rank: Author
11/20/2014 | 11:50:38 AM
Building a better experience
Thanks for sharing your thoughts, Rachel. Your story is a great example of how a well-developed customer experience strategy can make a huge difference. I really like your point in step 2 about humanizing customer personas. The more information insurers can gather about different customer groups, the better they can cater to the people within them. And of course step 5 is essential - no strategy is going to be perfect the first time, and practice can help insurers refine their approach.


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