Consumers are active on many channels and they demand to be served when, where and how they choose. Many insurers are just starting to explore how to create a compelling customer experience. Despite the digital age we are in, many consumers prefer to sit with agents especially when making decisions around complex products. Digital channels should involve the agent to create a seamless experience.
Watch this video to hear from Moritz Zimmerman, CTO Hybris an SAP company, on his perspective on the customer experience.