Innovation in the Insurance Customer Experience: Examples and Guiding Principles

An SMA Research Brief

Mark A. Breading, Partner
Publication Date:
October 7, 2013
Number of Pages:
$395.00 USD

Transforming the customer experience is one of the top imperatives insurers are pursuing to create differentiating strategies. This research brief highlights the top 10 most innovative approaches to the customer experience in insurance, with specific company examples, and provides guiding principles for undertaking an initiative to improve the customer experience. As insurers look to reimagine the way they interact with policyholders and their distribution channel partners, innovation is a critical dimension of enhancing the customer experience.  

This brief is the second in a series. The first report, Innovation in the Customer Experience: Strategic Considerations, identifies eight factors to consider when designing the customer experience in insurance.