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La Digitalisation au service de l'expérience client : benchmark des initiatives digitales des 21 opérateurs d'assurance

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<title>Digitalisation au service de l'expérience client</title>
<subTitle>: benchmark des initiatives digitales des 21 opérateurs d'assurance</subTitle>
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<dateIssued>2021</dateIssued>
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<abstract displayLabel="Summary">le cabinet observe et compare les initiatives des principaux opérateurs d'assurance, en matière de mise à disposition de l'information, de relation client, de selfcare et d'innovation sur l'expérience client.  L'étude se concentre sur les produits les plus connus du grand public : l'assurance automobile (Auto) et l'assurance habitation (MRH). L'agence et le téléphone restent des canaux de contact essentiels pour les clients. Les outils digitaux ne remplacent pas les canaux historiques, encore bien présents dans les parcours clients, mais viennent plutôt les compléter. Cette forte attente des clients pour des contacts humains rend essentielle une gestion parfaite de l'omnicanal</abstract>
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<topic>Experiencia del cliente</topic>
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<topic>Digitalización</topic>
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<topic>Empresas de seguros</topic>
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<topic>Productos de seguros</topic>
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<topic>Seguro de automóviles</topic>
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<topic>Seguro multirriesgo del hogar</topic>
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<topic>Canales de distribución</topic>
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<topic>Omnicanalidad</topic>
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<topic>Encuestas</topic>
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<topic>Relaciones interpersonales</topic>
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<topic>Operadores</topic>
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