Centro de Documentacion de Fundación MAPFRE - Taking the insurance customer experience to the next level : managing the omni-channel insurance customer

MAP20140046102

Taking the insurance customer experience to the next level : managing the omni-channel insurance customer. — Daly City : Genesys, 2014

Sumario: Insurance providers must manage a number of journeys across time and channels throughout the customer lifecycle, such as insurer selection, coverage application, policy administration, risk control, claims processing, and coverage renewal. There are a number of significant challenges across these journeys, including growing competition and declining market demand (especially in developed markets), customers shifting from using agents and brokers to direct sales and service, a drive to reduce costs of customer acquisition and service, lack of customer loyalty and trust due to issues over claims handling and payments, and stricter regulation and compliance requirements

1. Empresas de seguros . 2. Servicio al cliente . 3. Seguimiento del cliente . 4. Gestión técnica . 5. Fidelización de clientes . 6. Tramitación de siniestros . 7. Compliance . 8. Márketing de la empresa de seguros . I. Genesys Telecommunications Laboratories .