Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
California Restaurants Have Plan for Reopening with Safeguards
May 8 2020 // California restaurants have drafted a plan to allow the industry to reopen for sit-down dining with an array of safeguards while avoiding possible requirements that customers have their temperature taken and the number of...
Businesses Fear Lawsuits from Sick Employees, Patrons After Reopening
Apr 20 2020 // Whenever U.S. stores, restaurants and theaters reopen from coronavirus shutdowns, they may face an unexpected problem: lawsuits from sick patrons and workers. Business owners hit hard by Covid-19 are eager to get back to...
Missouri’s Shelter Insurance Offering 30% Discount to Personal Auto Customers
Apr 14 2020 // Shelter Insurance, based in Columbia, Mo., and its subsidiaries AmShield Insurance, Haulers Insurance, and Say Insurance, is joining other insurers in offering assistance to auto insurance policyholders. The company said...
How P/C Insurance Industry Can Maximize Its Response to Coronavirus: Crisis Manager
Apr 13 2020 // “I’m shocked, just shocked that you’re suggesting that during a crisis that insurance companies might in fact be considered the villains. I’ve never heard that before.” That’s Richard...
Estate of Walmart Employee Who Died From COVID-19 Sues for Wrongful Death
Apr 8 2020 // The family of a Walmart Inc. employee in Illinois who died after contracting COVID-19, the illness caused by the novel coronavirus, has filed a lawsuit accusing the retail giant of failing to adequately screen and protect...
Insurance Is Not A Company’s Primary Line of Defense in a Crisis
Apr 6 2020 // Imagine your company having a Halloween party: Employees show up wearing costumes mocking your customers, says the chief executive of a New York commercial insurance brokerage we recently interviewed. “Now imagine...
From Free Coverage to Medical Masks. P/C Insurers Deliver Some Good News.
Mar 30 2020 // While the property/casualty insurance industry is fighting attempts to force it to pay for the huge business income losses that it says most policies were never intended to cover, some individual insurers are finding small...
New York Court Rules Gig Drivers Are Employees Eligible for Unemployment Benefits
Mar 27 2020 // Drivers for the online food delivery service Postmates Inc. are employees who are eligible for state unemployment insurance, New York’s top court has ruled. The ruling upsets the “gig” business model of...
4 Things Insurance Firms Can Do to Improve Efficiency, Data Use
Mar 23 2020 // Digital transformation is making it possible for the insurance industry to engage customers with personalized interactions that lead to products and services tailored to their individual insurance needs. Unfortunately, the...
RMS CEO White: Embracing Change in a Transforming Industry
Mar 19 2020 // During her career, Karen White, the CEO of RMS, has had a front-row seat to observe what happens with companies and industries in transformation and how enormous value—and disruption—can be created. While some people...
Florida Clears Insurance Agency Reps to Work Remotely Amid Coronavirus
Mar 17 2020 // Florida’s state of emergency due to the rapid spread of coronavirus in the state, and throughout the country, has created a need for many workers to work remotely. However, certain licensed insurance employees were...
Uber Drivers Take Backseat in Clash Between Safety and Customer Privacy
Mar 11 2020 // Margaret Bordelon can still feel the hands of the drunk man who tried to pull her in for a kiss at the end of his Uber ride last September in Lafayette, Louisiana. An Uber driver for only a few months, Bordelon, 45,...
Homeowners’ Satisfaction
Mar 9 2020 // U.S. homeowner insurers are doing a better job than ever making their customers happy when responding to claims, according to J.D. Power. Results of the firm’s Property Claims Satisfaction Study show that overall...
Progressive Continues Hiring Drive, Looking for 8,000 New Employees Across Country
Mar 9 2020 // Insurer Progressive said it intends to hire up to 8,000 new employees in 2020. With an increase in customers and total revenues topping $39 billion, the company said it needs more employees to support growth in auto,...
What Small Business Wants
Mar 9 2020 // Small business doesn’t mean small-in-size when it comes to the commercial insurance market. Direct written premiums ranged between $99 billion and $103 billion in 2013, up from $91 billion in 2011, according to...
Progressive Continues Hiring Drive, Looking for 8,000 New Employees Across Country
Feb 25 2020 // Insurer Progressive said it intends to hire up to 8,000 new employees in 2020. With an increase in customers and total revenues topping $39 billion, the company said it needs more employees to support continued growth in...
4 Things Insurance Firms Can Do to Improve Efficiency, Data Use
Feb 24 2020 // Digital transformation is making it possible for the insurance industry to engage customers with personalized interactions that lead to products and services tailored to their individual insurance needs. Unfortunately, the...
Viewpoint: 4 Things Insurance Firms Can Do to Improve Efficiency, Data Use
Feb 20 2020 // Digital transformation is making it possible for the insurance industry to engage customers with personalized interactions that lead to products and services tailored to their individual insurance needs. Unfortunately, the...
Report Reveals Perception Gaps, Improvement Opportunities in Sales & Service Roles
Feb 10 2020 // When properly aligned, sales and service teams can unlock massive revenue potential, improve working relationships and transform the customer experience. Unfortunately, gaps in processes, performance and customer outcomes...
Pennsylvania’s Erie Insurance Announces Three Senior Vice President Appointments
Feb 6 2020 // Sheryl Rucker has accepted the position of senior vice president of Strategic & Integrated Services, a division of Information Technology at Erie Insurance. In this role, Rucker will have responsibility over a new area...
