For Insurance, Digital Transformation Frees up Voice Agents to provide a better experience in the On-Demand economy

These days, there's more pressure than ever to deliver secure, seamless, real-time customer service. In fact, 54% of consumers stopped doing business with a company due to bad customer service in 2017, versus 49% in 2016. While 68% of consumers reported increased activity with companies due to good customer service. And these types of customer service experiences are true for every industry, with insurance no exception. It's time that insurance companies understand that they are no longer in control of their brand -- their customers are. And with these customers taking to social media in droves to compare the worst and best experiences that they have had, the need for a seamless user experience designed for resolution is table stakes to win customers and to retain them.