The Insurance Customer Experience Redefined: Beyond Customer Service and Digital


In today’s landscape, intense competition and rising customer expectations make the insurance customer experience (CX) more important than ever. Many insurers see it as their primary differentiator and the key to gaining share in this highly competitive market. According to Gartner, 81% of companies expect CX to be the key battleground for market dominance.

Customer Experience Defined

What exactly is the insurance customer experience? Read a sampling of articles on the subject, and you’ll find these common themes: empathy, service, customer intimacy, simplicity, transparency, and convenience. These are all essential attributes if you hope to become a customer-first provider. But it’s how you achieve these that will set you apart from the crowd.

Responsive support and user-friendly portals have become table stakes in the customer experience game. So, where can you look next? This e-book explores three less apparent factors that can play critical roles in your customers’ experience: your communications, your products, and your distribution. As a preface to that discussion, this guide will remind you why customer experience is so important.

Moving Forward

In closing, you will learn the six key components of customer experience and tactical actions you can take to build a better CX. This checklist, along with guidance on technologies that support the three factors covered in this e-book, will help you deliver a superior customer experience that drives a sustainable competitive advantage.

Great CX is More Than Customer Service

Learn how your communications, products, and distribution impacts your CX and what you can do to improve.


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