Library : Capgemini – Humanising healthcare – superior customer experience in insurance
Executive summary :
Leveraging data to humanise digital channels can drive personalized, relevant, and frictionless interactions – leading to increased customer experience in the healthcare insurance industry.
I recently spoke to Arnab Dey (EVP, head of financial services, NA practice, Capgemini’s Business Services) about the impact the evolving healthcare insurance industry landscape is having on the customer contact center. I started by asking him about the shift in how customers are making purchase decisions.
With more people making provider choices based on online research and communication rather than face-to-face meetings with agents and brokers, how can insurers drive higher sales through digital engagement with new and existing customers?
Arnab Dey: Having a 360-degree view of customer data is key. Agents and contact center technology such as virtual assistants can be used to drive personalized, relevant, and most importantly, frictionless interactions.
When organisations use this customer data properly, it enables them to really humanise digital channels – which leads to increases in customer loyalty and greater wallet share.
See the full report to see what Dey thinks insurers must to drive the ‘wow factor’ into their customer experience and the big things for 2022…
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