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ABSTRACT:
In today's highly competitive environment, the level of service insurance companies deliver their stakeholders is a key differentiator. Providing timely and relevant customized communications is a critical component of any effective customer service strategy. But as insurers have expanded customer touch points across numerous channels, delivering consistent, personalized communications has become increasingly complex. While organizations have spent considerable budget on gathering information from customers and agents, few organizations have implemented the technology to execute customer-centric strategies across the growing range of communication channels. Thus, one of the biggest challenges the insurance industry now faces is meeting stakeholder expectations for faster, better, more personalized service.
The purpose of this paper is to discuss the importance of an enterprise communications strategy that leverages personalization to build competitive advantage - a concept called "enterprise personalization." Pioneered by Exstream Software, enterprise personalization is an integrated design and production environment that allows an organization to provide timely, relevant, and coordinated communications across the spectrum of media channels.
By taking a closer look at the special challenges the insurance industry is facing and examining the ways enterprise personalization can help overcome these challenges, insurance providers can discover a new way to create, manage, and deliver the full stream of insurance communications consistently, efficiently, and cost-effectively.
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