Building Insurance CX via Mobile: Mobilizing Fulfillment & Enabling Engagement
Exploring the fulfillment woes of insurance, and how to improve
The Fulfillment Gap is the gap between consumers’ non-insurance post purchase experiences and the post-purchase experience in insurance.
At best, these gaps hold back member engagement and experience. At worst they create avoidable risks, losses, and liabilities. Overcoming them is a priority step toward improving CX.
While mobile may have been seen as the backend of a product process in the past, mobile is now the critical beginning of the consumer connection for the future, and Direct to Mobile (D2M) marks the path.
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