Customer Journey Mapping in the Insurance Industry

Abstract:

Improving customer experience is consistently at the top of the list of any insurer’s business goals. The insurers often plan their digital transformation strategies with customer centric initiatives using innovative technologies. Today artificial intelligence and automation technologies are delivering better customer interactions. While the most insurers are actively using and analysing customer experience through solutions like CRM and analytics, it is important to understand where does customer journey mapping fit in and how does it help the insurers to improve their customer experience holistically.

TP: 01 PN: 1458 VN: 02 YS: 19

Content Type: Advisory ; Programme Type: Corporate Advisory Programme

No of Pages: 7

Applicable Regions: Global

Applicable Subjects: 

Customer Experience

Digital Journey

Programmes Covered: 

1. Transformation Advisory Programme (Overall)
2. Corporate Advisory Programme

Table of Contents:

• Introduction
• Customer Journey Mapping
• Definition
• Customer Journey Mapping in Insurance
• Insurance Directions ViewPoint

 List of Tables:

• Table 1: Key features and functionalities of Customer Journey Mapping
• Table 2: Keep in Mind