Blog

Customer Experience Trend Watch

Chris McMahon
Insurance Experts' Forum, July 17, 2014

This week, three large insurers, Allianz Life, MetLife and New York Life announced senior level talent acquisitions that underscore the increasing importance of customer experience. This signals a trend that insurers are recognizing the importance of customer experience and responding to increasingly sophisticated customer expectations for multi-channel interactions with their insurers. 

Karen Furtado, a partner at insurance technology and consulting firm Strategy Meets Action sees these developments as an important and emerging trend.

“For insurance companies, they are getting it; customer experience is a real differentiator. They really need to think it. It’s of strategic importance,” Furtado said. “This is being talked about at the board level, it’s not just an operational-level conversation in IT. So whether it’s in marketing or another silo, it’s an officer-level position and companies are moving in this direction. They realize now that they have to drive the connection to the customer and they need sound strategy for execution. Insurers have a lot of technology, but they need to be more holistic in how it’s applied.”

Allianz Life Insurance Company of North America hired Jamie Plesser as director of interactive strategy and execution, where she will be responsible for leading digital strategy for social and emerging media, email and social channels, and website experience. 

MetLife Inc. hired Rebecca Tadikonda as chief enterprise strategy officer, responsible for driving top-line and bottom-line financial performance. Tadikonda previously was with Bain, where she counseled insurance clients on large business transformations, global growth strategies, the customer experience and operational excellence.

Matthew Grove joined New York Life’s Insurance and Agency Group as chief administrative officer, responsible for oversight of strategy development, new business operations, quality assurance, compliance and finance functions. Grove previously was chief marketing officer for Jefferson National, an insurer focused on the RIA market, but also ran his own technology consulting firm focused on building enterprise software for financial services firms.

Chris McMahon is a senior editor for Insurance Networking News.

Readers are encouraged to respond to Chris by using the “Add Your Comments” box below. He also can be reached at chris.mcmahon@sourcemedia.com.

This blog was exclusively written for Insurance Networking News. It may not be reposted or reused without permission from Insurance Networking News.

Comments (0)

Be the first to comment on this post using the section below.

Add Your Comments...

Already Registered?

If you have already registered to Insurance Networking News, please use the form below to login. When completed you will immeditely be directed to post a comment.

Forgot your password?

Not Registered?

You must be registered to post a comment. Click here to register.

Blog Archive

Driverless Cars: Unintended Consequences for Insurers to Watch

When bad or unexpected or unusual things happen, the computer gives up control and hands it back to the now woefully unprepared occupant.

Why Insurers are Leading on Data and Analytics

A State Street survey finds insurance companies are more likely to be further along in becoming “data innovators” than their financial services counterparts.

The Other Auto Insurance Telematics Shoe Drops

Progressive's decision to charge Snapshot drivers more if their driving data indicates higher risk has started the industry down a road of data-driven adverse selection.

Core Transformation – Configuring in the Rain

The whole point of core transformation is that changes at the micro level can be used as a stimulus for changes at the macro level.

6 Ways to Develop a Productive IT-Business Dialog

Relationship management 101 for keeping IT and business on the same page.

Unified Digital Strategy: Succeeding in the Digital Revolution

A unified digital strategy recognizes that all business strategies and technologies touch the customer in some way and that a one-size-fits-all channel model is obsolete.