Keeping Customers in the Discussion

When tragedy strikes, people tend to spiral into anxiety and be overwhelmed—that's human nature. But, what if there was a way to ease that burden?It comes down to humanizing the process of filing claims, and iInsurance companies have a sizable impact on what that experience will look like for all involved.In this episode, Linda Goldstein, Chief Marketing Officer at CSAA Insurance Group, a AAA Insurer, explains the importance of personal touch, respecting data, and why you need to leverage a customer effort score.We discuss:

• Bringing the human touch into insurance claims
• Being respectful of people's data/how you use it
• Leveraging NPS results and customer effort scores