Latest Customer Experience Headlines
All the headlines from our Customer Experience Topic Page, ordered by recency.
Zurich Reorg Designed to Improve the Customer Experience: CEO Greco
Jun 15 2016 // The structural changes announced by Zurich Insurance Group late last week are intended to organize the company “around the customer” and improve customer innovation, according to Chief Executive Officer Mario...
Winners of 1st Innovation in Insurance Awards Are ‘Change Leaders’
Jun 13 2016 // The winners of the first annual Innovation in Insurance awards include Allianz, AXA, Europ Assistance, MS&AD Insurance, and USAA. The program, jointly launched by Efma and Accenture, seeks to reward and foster...
What Insurance Industry Can Learn from Amazon About Customer Satisfaction
Jun 6 2016 // Amazon.com scored its sixth annual victory in the 24/7 Wall Street Customer Service Hall of Fame last year, with 59 percent of customers reporting that they received excellent customer service from the e-commerce giant....
Crispen Named PIA’s 2016 Customer Service Representative of the Year
Apr 14 2016 // Jane Crispen of the Knight Insurance Group in Ohio was named the 2016 PIA National Customer Service Representative (CSR) of the Year. The award was presented April 8, 2016, at a ceremony in Arlington, Va., by the National...
How Telematics Saves on Claims, Improves Customer Experience
Mar 24 2016 // Insurers that are not already using the data from their telematics programs for claims would be wise to do so early in their adoption of telematics as the task only becomes more difficult as more data is collected,...
Exclusive: Google to Shut Down Online Insurance Site, Partners Say
Feb 22 2016 // It appears Google Compare’s grand experiment in online comparison shopping for auto insurance is dead – for now at least. Insurance Journal has learned that two of Google Compare’s major partners were told...
Expert: How Payroll Misclassification Impacts California Workers’ Comp
Dec 29 2015 // Powered by InsuranceJournal.tv Premium misclassification or payroll misclassification is a significant issue for the workers’ compensation industry, according to Bret Shroyer, a solutions architect for Denver,...
Best Agency to Work For – South Central: Hotchkiss Insurance Agency
Nov 4 2015 // CARROLLTON, TEXAS Hotchkiss Insurance Agency Best Agency to Work For – South Central Customer-Centric, Employee-Focused, Community-Oriented Customer service, customer service, customer service. Employees repeated those...
Arthur J. Gallagher Creates Technical Advisory Board; Appoints Jack as Head
Oct 29 2015 // Arthur J. Gallagher — the international division of Arthur J. Gallagher & Co. – has appointed David Jack to lead its newly created Technical Advisory Board. The board will oversee a review of the business’...
Lyft to Open Customer Experience Operations in Nashville
Oct 7 2015 // A San Francisco-based rideshare service is investing more than $5 million to locate its new operations in Nashville and create 380 jobs in Davidson County. Gov. Bill Haslam and Economic and Community Development...
Best Agency to Work For – South Central
Oct 5 2015 // CARROLLTON, TEXAS Hotchkiss Insurance Agency Best Agency to Work For – South Central Customer-Centric, Employee-Focused, Community-Oriented Customer service, customer service, customer service. Employees repeated those...
Gen Y Insurance Customers Are Not Happy Bundlers
Oct 5 2015 // The insurance industry has some work to do to win over Gen Y customers, those ages 21 through 38. Members of the Gen Y generation, who were born between 1977 and 1994, are less satisfied with their homeowners insurers than...
Gen Y Insurance Customers Are Not Happy Bundlers
Sep 17 2015 // The insurance industry has some work to do to win over Gen Y customers, those ages 21 through 38. Members of the Gen Y generation, who were born between 1977 and 1994, are less satisfied with their homeowners insurers than...
Florida’s Brightway Insurance Hires Azar as VP of Customer Experience
Aug 20 2015 // Kristine Azar The Jacksonville, Florida-based Brightway Insurance hired Kristine Azar as vice president of customer experience. Azar is responsible for Brightway’s customer experience strategies and execution through...
Crawford & Co. UK Launches ‘Customer First’ Initiative
Jul 29 2015 // Crawford & Company® UK has announced its first initiative since the acquisition of GAB Robins. Its “Customer First” initiative combines the “two organizations’ customer service delivery models...
American Claims Management Selected by National Unity to Enhance Customer Service and Improve Results
Jul 7 2015 // San Diego, CA, July 7 2015 – Effective June 1, American Claims Management (ACM) took over the third party administration of all Georgia and California personal auto claims for National Unity Insurance Company. The...
HSB Engineering Insurance Appoints Wright as Chief Operating Officer
Jun 12 2015 // Specialist engineering and construction insurer HSB Engineering Insurance (HSB), part of Munich Re, has appointed Andy Wright as chief operating officer. Wright will be leading HSB’s operational strategy with primary...
Liberty Mutual Centralizing Personal Lines Service at 6 Call Centers
Mar 31 2015 // Boston-headquartered Liberty Mutual said it is moving to a centralized service model for its personal insurance customers beginning in January 2016. This move involves transitioning local service activities into customer...
Profile of a Great Account Manager
Feb 23 2015 // What ingredients make up a good account manager? What do you look for in terms of skills, knowledge, education and experience? Which responsibilities should management give them? The answers to these questions – which...
Big Data: It Isn’t Just for Carriers
Nov 5 2014 // This is the era of big data and while it’s no surprise that insurance carriers are big players, the fact is that agents and brokers of all sizes also have a growing stake in big data. While the insurance industry has...
