Use of digital technology has soared since COVID-19 forced lockdowns and social distancing. People are turning to technology for mobile banking, picking up their groceries, and even for looking at menus at restaurants. The digital adoption gap between the youngest and oldest consumers is getting smaller. Mobiquity’s survey found that, not surprisingly, 90% of non-baby boomers agree that they will use technology after COVID-19 to reduce the amount of things they touch in their daily life. Most surprisingly, a very close 88% of baby boomers agreed with this sentiment. So… how do these changes impact insurance companies?
How should insurance providers transform to meet the digital demand?
With so much focus on digital customer experiences, insurance providers need to ensure that their services are accessible to as large an audience as possible. This means having an omnichannel insurance digital experience strategy is important, but so is having the processes in place to make those channels, in addition to your more traditional channels, as intuitive as possible. Customers have their own expectations about how a digital experience should feel. Retailers have done a tremendous job with creating immersive experiences that customers don’t even realize – they just expect those experiences to be great. Insurance companies should take a page from retailers’ books and seek to create the same kind of silent utility in their own digital experiences. The idea that customers will overlook a poor digital experience is dead. In the past, customers may have given a pass to some companies with poor digital experiences because they could still have great in-person experiences, but their expectations have changed now. It’s time to transform your business to meet these new needs and digital expectations.
Here are some ideas to consider:
Make these experiences accessible to all
Approximately one in five people in the United States – that’s 64 million people – have at least one type of disability. But accessibility extends far beyond checking an ADA box. Not only do you need to account for disabilities, but also temporary disabilities as well. Consider the following when planning to create a digital experience for your customers:
Are you ready to create a digital insurance experience?
Today’s consumers expect more digital options than ever before. If you’re ready to take your customer experience to the next level, let’s talk.
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