Run Time: 25:37
in On Point, Podcasts

Insurance Customer Experience Changes Coming

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Customer experience, or CX, understanding among insurance executives overall has been slow going, but new tools are on the way, says Jim McKeown, VP of customer experience and mobility at Selective Insurance. On this podcast, he outlines several Selective initiatives. "We're no longer just competing with shopping for insurance from carrier to carrier. We're competing for people's time in the day. It's a moment in time - or a micro-moment. If people are going to look for an insurance product and take the time, that experience needs to be spot on. When you use a merchant, and the experience isn't great, you're not going to get a second chance. It's gotta lock you in and speak to you." Selective's mobile app has reduced service calls and provided customers with instant information, such as auto ID cards. Jim also comments on the impact of Selective's voice response system and a device that monitors fleet vehicle performance.

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