CX: Engage or Expire

The digital customer experience is a concept many insurance professionals are striving for - especially given recent disruption to the industry landscape. With so many players entering the market and curating customer journeys from start to finish that engage customers regularly without being overwhelming, insurers that don’t get it right will be left in the wake of those that do. But before we get carried away and sign off on an expensive digital project that goes uncompleted, let’s think about the steps we can take before implementation to give carriers the best chance of delivering an exceptional experience.