The five key trends defining financial services as we head into 2018
I have written extensively in recent weeks and months about the Fintech revolution in financial services and how it has brought the customer...
Webhelp recently carried out some research on Customer Experience within the UK Car Insurance Industry. 1000 customers were surveyed and we’ve shared the results of this research here in multiple formats.
The research made for interesting reading, with most of the insurers we surveyed appearing to be focused on voice contact and very few embracing a digital approach to customer engagement.
Customers contact channel preferences raised a few eyebrows as well, with most we spoke to indicating that they preferred to call.
This was all the more surprising given a previous body of research carried out by eDigital, who found that only 45 per cent of all consumers are now happy to use the phone to call; Dimension Data have also predicted that digital will overtake voice for all customer interactions within two years.
And now we have our handy new info-graphic which explores our findings in a bit more detail.