In this day and age of seemingly omnipresent digital customer experience, it’s interesting to note an industry that is not delivering in this area: Insurance companies.
Consider that, for U.S. insurers, only 28% are able to answer customer queries via web, email, and social media, according to the 2016 Eptica Insurance Multichannel Customer Experience Study.
It appears that many U.S. insurers are stuck in an analog world, unable to respond accurately, quickly, or consistently, the study notes. What’s more, 14% of U.S....