Which’s monthly Consumer Insight Tracker recently reported in May that the confidence score in the insurance industry has dropped from -12 (at the end of 2021) to -21 (now). Banks, meanwhile, have a confidence score of 27 – 48 points higher! Clearly, insurers have a great deal of work to do.
As economic screws continue to tighten on customers, and costs spiral for insurers, it is vital that the industry find a way to build trust. Insurers are combating increasing churn rates, with the P&C markets hit hardest due to increased premiums and reduced coverage, according to a 2024 report by Bain & Co. Customers, who are let down by businesses who do not offer engagement on a personal level, are ever more willing to switch to find better deals. With industry trust and loyalty on the line, it is now crucial for insurers to prove their value to policyholders.
This value will look like empathetic and tailored experiences, restoring faith in the industry. The insurers who are able to deliver clear and tailored communications, and personalised experiences, will be those who reap the benefits of renewed trust. The question is: how can insurers transform their communications in an efficient and scalable way to better meet and service customer needs?
Attend to gain insights on:
- The keys behind building a trusting customer relationship
- Breaking data silos to enable a holistic vision of customers
- Providing ongoing support to meet genuine customer needs
- Where are insurers failing to keep pace with customer expectations around communication?
- Resolving customer pain points: what are the key hurdles to overcome?
- Uniting siloed data: developing a holistic, company-wide understanding of the customer
- Identifying and supporting vulnerable customers: how can communications be optimised for all?
- Supportive, empathetic, efficient: designing digital processes that maintain the human touch where it matters most
- How could advances in emotional AI and sentiment analysis transform customer communications?
- From inclusive design to personalised support: how can insurers provide ongoing support throughout the customer lifecycle?
- The implications of a move towards predict and prevent on the customer relationship
Panellists include:
About Quadient
Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence.  Our solutions make it possible for organizations to continuously and automatically create and deliver meaningful interactions when it matters most – consistently across all channels.
Quadient has a proven track record for developing, deploying, and supporting dependable solutions. We understand the trends in the market, listen to customers, and respond with relevant innovation. Every year, Quadient turns approximately 8 billion business interactions into meaningful, personalized experiences.
To find out more please visit https://www.quadient.com/en-gb/.
