customer service News
Study: Poor Customer Service Leads to Losses in the Trillions Globally
New research suggests organizations worldwide are putting $3.7 trillion annually at risk due to bad customer experiences, an increase of nearly $600 billion (19 percent) compared to projections from ...
Nationwide Tops J.D. Power Small Commercial List; Satisfaction Hits All-Time High
Despite rising interest rates and less than desirable business conditions, small business insurance consumers are increasing satisfied with the products and services offered by their insurance ...
How Automation Can Help Manage the Underwriting Process
Ping pong is a great game—but not one you want to play when it comes to working. The back and forth created by common pain points in the underwriting process, such as partially complete, illegible, ...
Zurich Will Acquire AlphaChat, an Estonia-Based Conversational AI Company
Zurich Insurance Group agreed to acquire Estonia-based company AlphaChat, which provides conversational artificial intelligence (AI) technology for customer service automation, to further enhance the ...
U.S. P/C Insurance Customers Aren’t Too Happy With Digital Improvements: J.D. Power
Property/casualty insurers, particularly after a year of pandemic-related quarantines, are increasingly shifting to digital distribution channels. Customers aren't particularly happy with the ...
Insurers Make Major Strides in Beefing Up Customer Experience: IBM Survey
Insurers have made significant strides over the last decide in improving customer experience through new technology or other initiatives, a new IBM survey found. Approximately 85 percent of insurers ...
State Auto Plans Broad Rollout of Agent Platform Developed With Amazon
State Automobile Mutual Insurance Company is planning a national rollout of a platform designed with Amazon to help independent insurance agents better serve the insurer's policyholders. A beta ...
In a Close Race, Auto Insurance Customers Prefer Company Websites Over Agents
Remember all the talk that digital transformation would disrupt the auto insurance industry? Well, it's real, according to the consultants at J.D. Power. The firm says its 2020 U.S. Auto Insurance ...