Timeliness has replaced product knowledge and professionalism as the most important factor for insurance buyers. That means response times must be reduced sharply for even the smallest of tasks, agents and carriers must measure their performance against businesses outside insurance and can't just blame vendors for customer experience deficiencies.  Improving customer experience requires a plan and goals tied to specific and measurable tasks.  24/7 availability, secure messaging and bots are now affordable and will become critical additions in meeting customer expectations.  Websites will transform from largely static, text-heavy sites to far leaner, conversational search engines. 

After this session, you will be able to:

• Describe the critical elements in creating the optimum customer experience.
• Analyze and contrast between the cost and value of new digital tools.
• Discover the best new digital practices in 2020.