The customer experience with insurance companies is characterized by three key features. Firstly, customers have to deal with risks when taking out a policy, secondly, there are long phases in which customers hardly have any contact with the insurance company and thirdly, customers find themselves in an exceptional emotional situation in the event of a claim.
What answers does psychology provide to these challenges? How do people make decisions under the influence of emotions? What guidelines can be derived for designing a customer journey that increases conversion and creates customer loyalty?
In this webinar, we will share practical strategies for optimizing the customer experience (CX) in the insurance sector. The main focus is on the targeted use of emotional support, transparent communication and efficient processes.
Focal points:
Emotional support and trust in the claims process
Efficient process optimization for cognitive relief of customers
Transparent communication and continuous updates
