Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
Hard-to-Come-By Trust Is Top Driver of Auto Insurance Customer Satisfaction: J.D. Power
Jun 12 2024 // Rate increases do not necessarily erode customer satisfaction with auto insurers, according to the J.D. Power 2024 U.S. Auto Insurance Study. The consumer intelligence company reported that when customers have a high level...
Rising Prices, Low Satisfaction Drive 49% of Customers to Shop For New Auto Insurance
May 3 2024 // Increased premiums combined with lackluster customer satisfaction scores are driving record numbers of auto insurance customers into the market for a new policy, according to the J.D. Power 2024 U.S. Insurance Shopping...
Revolutionizing Customer Experience: How Insurance Agencies Leverage Technology for Streamlined Services
Apr 5 2024 // This post is part of a series sponsored by Dyad. In an era where technology is rapidly transforming every aspect of our lives, industries across the board are embracing digital innovations to enhance customer experience....
Homeowners Insurance Customers Are Not Happy
Apr 1 2024 // Did your homeowners insurance premium go up this year? Mine did. Of course I live just outside of Austin, Texas, where wildfire risk has risen significantly as the state battles ongoing severe drought. Even with a nearly...
Homeowners Insurance Customer Satisfaction at 7-Year Low
Mar 20 2024 // With 28 catastrophic weather events in 2023 causing nearly $93 billion in damage, customer service satisfaction plunged to a seven year low, according to the latest J.D. Power 2024 U.S. Property Claims Satisfaction Study...
Reuters Events launches Customer Service & Experience West 2024 to Navigate The frontier of Human Experience.
Jan 29 2024 // SAN DIEGO, CA., January 29, 2024 – December saw the launch of Customer Service & Experience West focused on taking a collective leap forward in strategy, technology, and customer-centricity, Reuters Events today...
UBI-Use Rises as Customer Satisfaction Declines
Jul 3 2023 // Auto insurance rates are rising and that is leading consumers to look at usage-based insurance (UBI) options to help defray some costs. About one third of auto insurance customers in the U.S. reported a rate increase in...
Digitalizing Your Claims Processes To Improve Customer Experience During a Crisis
Jun 14 2023 // This post is part of a series sponsored by CoreLogic. With the Atlantic Hurricane season starting on June 1 – and lasting through November – it is essential to start preparing for tropical storms and hurricanes. And...
Usage-Based Insurance Surges as Customers Dissatisfied With Auto Insurance
Jun 14 2023 // About one third of auto insurance customers in the U.S. reported a rate increase in the past year, leading to a growing number moving to usage-based insurance (UBI). This has led to the largest decline in customer...
Insurance 101: Do Your Customer Service Representatives Need a License?
Feb 8 2023 // This post is part of a series sponsored by AgentSync. Customer service representatives working in the insurance industry provide a valuable connection between policyholders and insurance providers. Great customer service...
Customer Satisfaction With Digital Claims Declines Again: J.D. Power
Dec 21 2022 // Customer satisfaction with insurers’ digital claims systems declined for the second consecutive year, according to a J.D. Power survey of auto and home policyholders. Mark Garrett, director of P/C insurance...
J.D. Power: Auto Insurance Customer Satisfaction Has Eroded
Jun 6 2022 // J.D. Power found in a recent survey that auto insurance customer satisfaction with price has plummeted, driving a surge in policy shopping activity while dragging on the purchase experience index. “A perfect storm of...
J.D. Power Survey Finds Auto Insurance Customer Satisfaction Has Eroded
May 25 2022 // J.D. Power found in a recent survey that auto insurance customer satisfaction with price has plummeted, driving a surge in policy shopping activity while dragging on the purchase experience index. “A perfect storm of...
Small Business Revolution
Mar 7 2022 // Optimism, Resiliency Open New Doors for Sector Sector Buoyed by Record Start-Ups, Pandemic Resiliency The global pandemic, economic recession and worldwide supply chain shortages have not hindered the optimism and drive of...
Customer Satisfaction Scores Drop for Property Claims: J.D. Power
Mar 4 2022 // J.D. Power says frustration with slower claim cycle times and a rough transition to digital channels contributed to the lowest customer satisfaction score for property claims in five years. Overall customer satisfaction...
What the Next Generation of Insurance Consumers Wants
Feb 23 2022 // This post is part of a series sponsored by AgentSync. Did you know that in the next 3 years Millennials and Gen Z will comprise 75% of the workforce? That means by 2025 the majority of working individuals will have been...
Other Services Beat P/C Insurers in Providing Digital Customer Experience: J.D. Power
Dec 10 2021 // The property/casualty insurance industry is falling behind financial services and utilities providers when it comes to the digital customer experience. Throughout 2021, just 40 percent of claimants interacted with an...
National Alliance Announces States’ Insurance Customer Service Reps for 2021
Jul 27 2021 // The educational organization The National Alliance for Insurance Education & Research has announced this year’s winners of its annual insurance customer service representative (CSR) competition for each state. To...
The Insurance Industry Needs a Customer Experience Overhaul
Jul 19 2021 // If the COVID-19 pandemic taught me anything, it’s that humanity and empathy need to be the most important part of what we do in insurance. I believe that always putting the customer first will be the not-so-secret to...
Florida Peninsula Adds King as Director of Customer Experience
Feb 8 2021 // The Florida Peninsula Insurance family of companies has hired Mindy King as the company’s director of Customer Experience. This is a new role at Florida Peninsula, which will be focused on building customer...
