by Tara Wildt | Aug 11, 2021 | adoption, customer frustration, insurance, one-time payment, online payments, policyholder experience, saas, self-service
Many insurance organizations share common pain points when it comes to collecting premium payments – but what’s the biggest, top-of-mind challenge that keeps insurers up at night? We wanted to know, so we asked 106 insurers who attended a recent live webinar the...
by Tessa Newell | Mar 10, 2021 | customer effort, customer experience, customer frustration, customer satisfaction, ebpp, user experience
User experience (UX) and customer experience (CX) are words thrown around often when referring to customer service. But what is CX vs. UX? While these terms may seem similar, they are in fact different. In simple terms, user experience is the experience a customer has...
by Bob Bennett | Jan 6, 2021 | adoption, customer engagement, customer experience, customer frustration, ebpp, online payment system, saas, user experience
With 2020 behind us, all eyes are looking forward to what 2021 holds. For billing and payment professionals, that curiosity can be summed up in one critical question: what are the trends that will shape the payments industry...
by Brian Melle | Nov 4, 2020 | customer experience, customer frustration, ebpp, online payment system
The immediacy of today’s technology has changed customer expectations across most industries. Whether it’s the ability to instantly check your bank statement or to order dinner by pressing a button on your phone, modern consumers have grown accustomed to incredible,...
by Tara Wildt | Jul 29, 2020 | customer effort, customer experience, customer frustration, user experience
There are many ways to measure your organization’s customer experience, from quantitative surveys to qualitative interviews and reviews. When it comes to identifying areas for improvement, however, there are a few key metrics your organization should be tracking...
by Angela Abbott | Jul 1, 2020 | customer churn, customer frustration
Losing business to customer churn is a notorious challenge in the insurance space. Part of what makes this loss so difficult is trying to determine why your former policyholders are leaving – an investigation almost as frustrating as the churn itself. There are a few...
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