Smart Communications, a leading technology company focused on helping businesses engage in more meaningful customer conversations today announced the release of the 2022 Hyper-Personalization in Insurance Claims Study. Based on results from an Insurance Innovators survey of 150 senior insurance executives from the U.S. and U.K., the study developed in collaboration with Salesforce delved into the most pressing issues, concerns and trends that exist in today’s P&C claims and insurance marketplace.

“The COVID-19 pandemic has completely changed the way the insurance industry operates, particularly when it comes to the claims experience,” said James Brown, CEO, Smart Communications. “From technology use to personalization, the claims experience is in the midst of one of the most disruptive periods it has ever experienced. This research aims to shine a light on the biggest factors shaping the claims experience today, the impact of customer conversations on overall CX and what insurers need to keep in mind as they look to build long-lasting trust with their customers.”

“The priorities of financial service institutions have shifted considerably over the past twelve months. In the aftermath of the COVID-19 pandemic, organizations have understandably moved to implement new technologies. However, the key of digital transformation should be to transform the customer experience, not to compromise it,” said John Kelleher, Head of Financial Service for Salesforce UKI. “As businesses seek to recover and return to growth, capability to enhance their customer service, helping clients to reach their full potential, and willingness to invest in intelligence will be key determinants of success.”

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